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Senior Supervisor (Supply Quality Team)
Atlanta, Georgia, United States
StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.
About the opportunity
As a Disputes & Education Senior Supervisor at StubHub, you will be driving operational excellence through the performance and quality of the Disputes & Education team. In addition to ensuring the timely and accurate resolution of seller disputes, you will be responsible for solving ambiguous problems, identifying the best strategies to educate sellers, and rolling out impactful training to ensure seller success. This role requires a proactive leader who can navigate complexity, make data-driven decisions, and continuously improve processes. You'll thrive in a fast-paced environment where innovation, performance, and team development are key to success.
This Full-Time position may require weekend, holiday, daytime, and/or evening hours.
This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.
What You'll Do:
- Manage Team Performance & SLAs – Oversee team performance, ensuring targets for resolution rate, customer satisfaction, and response time are met or exceeded.
- Make Data-Driven Decisions – Use analytics, policy expertise, and process insights to drive effective decision-making.
- Optimize Customer Education – Take ownership of developing, testing, and iterating on innovative strategies to educate customers on policies, navigating ambiguity to define the best path forward. Leverage experimentation, feedback, and performance data to drive continuous improvement and enhance customer understanding.
- Train & Develop the Team – Create and implement training programs to equip the team with the knowledge and skills needed to drive immediate metric improvements.
- Drive Process & Quality Improvements – Challenge existing processes, collaborate cross-functionally, and implement training to enhance efficiency, accuracy, and customer experience.
- Ensure a High-Quality Customer Experience – Provide quick, accurate, and friendly service while adapting to new tasks, policies, and optimizations to reduce breakage.
Who You Are:
- Customer Focus & Relationship Building – Understands customer needs, builds strong relationships, and proactively educates customers on tools and policies to enhance engagement.
- Thrives Under Ambiguity & Problem Solving – Navigates complex, less-defined problems with confidence, analyzing issues and implementing effective solutions.
- Results-Oriented & Ownership – Driven to achieve and exceed performance metrics, taking initiative to follow up, provide updates, and propose improvements.
- Communication & Teamwork – An articulate and empathetic communicator who collaborates effectively across teams and adapts to shared goals.
- Judgment & Decision-Making – Exercises sound judgment, ensuring decisions align with company policies and best practices.
- Time Management & Attention to Detail – Efficiently prioritizes tasks, meets deadlines, and maintains accuracy in all aspects of work.
- Technical Aptitude – Comfortable navigating systems and tools to optimize efficiency and support performance.
What You've Done:
- Proven experience in customer service or a related role, ideally in a high growth start-up environment or a highly customer-centric organization (e.g., Disney, Apple, Zappos).
- 1+ years’ experience leading a team and driving performance.
- Excellent verbal and written communication skills.
- Meeting/exceeding KPIs.
- Proficiency in Microsoft Office and CRM software.
- Experience working in a performance-driven culture is a plus.
- Fluency in English language required, additional language proficiencies preferred.
- Certification in customer service or relevant training programs is desirable.
What We Offer:
- Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
- Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
- Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
- Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.
- Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.
The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base pay is one component of StubHub’s total compensation and competitive benefits package, which includes 401(k), paid time off, paid parental leave, and comprehensive health benefits.
Base Range
$71,500 - $71,500 USD
About Us
StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.
For California Residents: California Job Applicant Privacy Notice found here
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.
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