About the role
page_title Bilingual Customer Service Specialist - Chinese/English Hong Kong, China Apply Help empower our global customers to connect to culture through their passions. Why you'll love this role As a Bilingual Customer Service Specialist, you’ll assist our most valued users and resolve escalated concerns for our customers — ensuring that every interaction builds trust, drives satisfaction, and supports long-term loyalty. You’ll deliver an exceptional experience that builds trust, strengthens relationships, and reinforces why customers choose StockX. In this role, you’ll not only resolve day-to-day inquiries across phone, chat, and email and also identify opportunities to enhance the customer journey, support repeat engagement, and contribute to overall revenue growth. Your ability to combine exceptional service with a sales and retention mindset will be key. By delivering clear communication, timely solutions, and education on StockX products and processes, you’ll not only resolve issues but also reinforce confidence in the StockX platform — turning each interaction into an opportunity to build value and encourage repeat business. What You’ll Do Provide an outstanding customer experience across all channels in all regions, including but not limited to, email, phone, chat, and SMS. Handle escalated and complex inquiries with empathy, professionalism, and accuracy. Promote customer loyalty and retention by reinforcing the value of StockX and ensuring a positive resolution to every issue. Take ownership of customer concerns from start to finish, ensuring timely and effective outcomes. Drive customer engagement and repeat use by proactively educating users on StockX features, policies, and programs. Balance customer advocacy with business priorities to deliver fair, consistent, and brand-aligned resolutions. Identify opportunities to improve customer satisfaction, retention, and sales conversion through service excellence. Detect and act on potential fraudulent activity to protect both customers and the StockX marketplace. Support top-tier users through programs like Early Seller Payout and Bulk Shipping, ensuring premium service for high-value customers. Share insights and feedback from customer interactions to inform improvements across operations, products, and processes. About You High school diploma or equivalent required. Fluent in both Chinese and English, written and verbally 2–3 years of experience in Customer Service, Sales Support, or E-commerce. 1–2 years in a Contact Center environment, including multichannel interactions i.e., phone, chat, email, SMS. Proven ability to drive customer retention, satisfaction, and repeat engagement. Strong communication, empathy, and active listening skills with a sales mindset that identifies customer needs and solutions. Detail-oriented and organized, with strong follow-through and a results-driven mindset. Thrives in a fast-paced environment while maintaining accuracy and professionalism. Confident in handling escalations, making independent decisions, and owning results. Positive attitude, team-oriented, and motivated to contribute to customer loyalty and business growth. Flexible to work varying shifts to meet business demands. 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