Lead Customer Service Platforms Analyst
Detroit, MI
Help empower our global customers to connect to culture through their passions.
Why you'll love this role
We are seeking an experienced Lead Customer Service Platforms Analyst to lead the technical optimization of our customer service platform. In this role, you’ll act as the technical expert on all customer service platforms ensuring the systems are configured, integrated, and leveraged to deliver a seamless and efficient customer experience. You will partner closely with operations, product, and engineering teams to build scalable solutions that enhance agent performance, customer satisfaction, and operational insights.
What you will do
- Create the end-to-end technical configuration, optimization, and administration of the Gladly platform based on the technical strategy and requirements.
- Design and implement advanced workflows, rules, integrations, and automations (including AI) to streamline support operations.
- Serve as the internal Customer Service Platform SME and technical liaison to both internal stakeholders and the external platform support teams.
- Lead integration projects between Customer Service platforms and third-party platforms (e.g., e-commerce, telephony, ticketing, AI tools).
- Perform in-depth analysis of performance metrics, customer behavior data, and platform usage patterns to uncover optimization opportunities and drive efficiency improvements with measurable impact.
- Manage the implementation of new features, ensuring proper integration and the comprehensive rollout of supporting documentation.
- Monitor system performance and availability, proactively diagnosing and resolving technical issues to ensure optimal stability and reliability.
- Partner with engineering teams or external vendors to design, develop, and maintain custom API integrations.
- Implement the routing strategy by developing and maintaining our platforms.
- Serve as the Customer Service SME for API connections for Customer Service Platforms including but not limited to: Gladly, Playvox, Qualtrics.
- Understand KR trends and goals to help identify opportunities in the business for automation, process improvements, or system improvements (IVR and chatbot) to further push toward goals.
- Communicate insights and analysis to key stakeholders through presentations, graphs, report tables, and written reports.
- Develop and manage AI Guides in Gladly for email, chat, telephony, and additional channels as StockX expands its channel offerings based on the technical strategy and requirements.
- Collaborate with Data Engineering and Analytics teams to identify the relevant fields, reports, and pre-built APIs to be ingested into the data warehouse for powering Analytics dashboards.
- Collaborate with the Analytics and Data Engineering teams to implement and execute data quality validation processes, ensuring the integrity, accuracy, and consistency of the data being ingested and provided.
- Partner with teams across marketing, market integrity, operations, analytics, finance, and customer experience to analyze their data trends and future plans, assessing potential impacts on customer service key results (KRs).
- Collaborate with CS leadership and external stakeholders to gather requirements for feature changes and bugs.
- Convey insights and analytical outcomes to key stakeholders through advanced data visualizations, interactive dashboards, structured report tables, and comprehensive technical documentation.
- Continuously identify and rectify customer pain points in our Customer Service contact process to ensure the best customer experience.
- Keep current with feature updates and releases across all customer service platforms.
- Maintain rigorous documentation of system configurations, workflows, and change logs.
- Data mine, cleanse, and combine large datasets from different entities of Gladly and other platforms to provide insights to the CS department for change management, process improvement, system improvement, self service improvement, and performance improvement.
About you
- 2+ years of experience administering Gladly or similar advanced customer service platforms (Zendesk, Salesforce Service Cloud, etc.).
- Strong understanding of CRM architecture, contact center workflows, and support operations.
- Proven experience integrating Gladly (or similar platforms) with other tools using APIs, middleware (e.g., Zapier, Workato), or custom development.
- Familiarity with data analysis tools and methodologies (e.g., reporting dashboards, Tableau, SQL, Looker, etc.).
- Strong analytical, project management, and problem-solving skills.
- Experience using machine learning and artificial intelligence to improve the customer experience and reduce customer inquiries through automated resolutions.
- Strong skills in Microsoft Excel.
- Experience in technical documentation and process design.
- Excellent communication skills and ability to work cross-functionally with technical and non-technical teams.
Nice to have skills
- Familiarity with scripting (JavaScript, JSON)
- Familiarity with tools like Segment, Twilio, Microsoft Azure, etc.
Pursuant to the various pay transparency laws/acts, the base salary is between $65,000 to $90,000 plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
About StockX
StockX is proud to be a Detroit-based technology leader focused on the large and growing online market for sneakers, apparel, accessories, electronics, collectibles, trading cards, and more. StockX's powerful platform connects buyers and sellers of high-demand consumer goods from around the world using dynamic pricing mechanics. This approach affords access and market visibility powered by real-time data that empowers buyers and sellers to determine and transact based on market value. The StockX platform features hundreds of brands across verticals including Jordan Brand, adidas, Nike, Supreme, BAPE, Off-White, Louis Vuitton, Gucci; collectibles from brands including LEGO, KAWS, Bearbrick, and Pop Mart; and electronics from industry-leading manufacturers Sony, Microsoft, Meta, and Apple. Launched in 2016, StockX employs 1,000 people across offices and verification centers around the world. Learn more at www.stockx.com.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. StockX reserves the right to amend this job description at any time.
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