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Special Operations Supervisor

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.

As a Special Operations Supervisor at StubHub, you will drive operational excellence through the performance and quality of the Special Operations team by working with our global team members to ensure ticket fulfilment and provide top-level support to our global network of customers. This role requires a proactive mindset, excellent communication skills, and a passion for delivering results. You’ll also play a key role in identifying risk, reducing breakage, and supporting continuous improvement as we scale our global operations. You will have the opportunity to work in a dynamic, fast-paced environment where performance is celebrated and rewarded. 

This a 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: 

  • Lead and mentor a team of Spec Ops Specialists to deliver accurate, timely support for high-value events and transactions. 
  • Monitor team performance and coach toward key goals like risk prevention, breakage reduction, and refund rate improvement. 
  • Make analytical, policy and process-based decisions 
  • Provide cross-functional coordination during complex or high-risk events—supporting event readiness and a seamless experience for sellers and customers. 
  • Maintain up-to-date knowledge of products, services, and company policies. 
  • Support Specialists in identifying, investigating, and resolving seller and order issues before they escalate. 
  • Communicate effectively with stakeholders to align on priorities, escalate risks, and share event insights. 
  • Adapt quickly to new tasks, tools, and team processes—breaking down broad goals into clear, actionable steps that reduce breakage and promote continuous improvement 
  • Be friendly, reliable, and on-time, showing initiative and ownership across all assigned tasks 
  • Additional duties as assigned.

What You've Done:

  • Proven experience in customer service or a related role (1+ years preferred). 
  • Excellent verbal and written communication skills. 
  • Meeting/exceeding KPIs. 
  • Experience leading a team and driving performance. 
  • Proficiency in Microsoft Office and CRM software. 
  • Ability to type a minimum of 23 words per minute. 
  • Ability to multitask and prioritize in a fast-paced environment. 
  • Experience working in a performance-driven culture is a plus. 
  • Proficiency in English language required, additional language proficiencies preferred. 
  • Certification in customer service or relevant training programs is desirable. 

Who You Are:

  • Problem Solving – Analytical thinker with the ability to identify issues, evaluate options, and implement effective solutions. 
  • Ownership – Self-driven to work independently and take on responsibility, excelling at following up, providing updates proactively, and proposing process improvements whenever applicable. 
  • Communication – Articulate communicator who can convey information clearly and effectively across various channels. 
  • Time Management – Efficiently manages workload and prioritizes tasks to meet or exceed deadlines. 
  • Judgment and Commercial Decision-Making – Ability to exercise sound judgment in decision-making, consistently aligning actions with established company policies and procedures. 
  • Attention to Detail – Meticulous and thorough in reading data, identifying patterns, and investigating fulfilment issues. 
  • Results Oriented – Driven by a desire to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results. 
  • Flexible – Ability to adapt to changes, technology, last-minute issues, and urgent requests in a calm way. 
  • Teamwork – Adaptable, flexible, approachable, and collaborative towards team goals and interests. 
  • Relationship Building – Uses interpersonal skills to network effectively, educate team members on tools and procedures, and build lasting customer and colleague relationships. 
  • Technical Aptitude – Ability to navigate through computer programs with ease. 

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

$65,000 - $65,000 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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