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GCS Executive Customer Care Senior 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.

The Executive Customer Care Senior Supervisor oversees the daily operations of the executive customer care team, ensuring adherence to quality standards and driving operational excellence. This role requires advanced leadership skills, effective communication abilities, and a proven track record of driving results. The ideal candidate will have significant experience in a supervisory role, with demonstrated success in enhancing team performance and fostering a positive work environment. 

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:

  • Lead and mentor a team of ECC representatives to exceed performance targets and deliver exceptional service to customers. 
  • Monitor and analyze team performance metrics, including call quality, customer satisfaction scores, and adherence to service level agreements. 
  • Provide comprehensive feedback and performance evaluations to team members, identifying areas for improvement and implementing targeted training initiatives. 
  • Address escalated customer inquiries and complaints with urgency and professionalism, ensuring timely resolution and customer satisfaction. 
  • Collaborate cross-functionally to implement process improvements and enhance the overall customer experience. 
  • Maintain accurate records of customer interactions, feedback, and resolutions, utilizing the company's CRM system. 
  • Conduct regular team meetings to communicate goals, initiatives, and performance expectations, fostering a culture of accountability and continuous improvement. 
  • Foster a culture of accountability, teamwork, and continuous improvement within the customer service team. 
  • Additional duties as assigned. 

Who You Are:

  • Advanced Leadership - Ability to inspire, motivate, and empower team members to achieve performance targets and deliver exceptional service. 
  • Performance Management - Extensive experience in setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.  
  • Effective Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization. 
  • Strategic Problem-Solving - Strong analytical and problem-solving skills to identify root causes of issues and implement effective solutions. 
  • Customer-Centric Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions. 
  • Team Development - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement, growth, and accountability. 
  • Adaptability - Ability to adapt to changing priorities and business needs in a fast-paced environment, driving results through flexibility and resilience. 

What You've Done:

  • 4+ years experience in customer service or related role 
  • 2 + years previous experience in a supervisory or leadership role in customer service or a related field. 
  • Excellent verbal and written communication skills. 
  • Proficiency in Microsoft Office and CRM software. 
  • Ability to multitask and prioritize in a fast-paced environment. 
  • Experience working in a performance-driven culture is a plus. 
  • Certification in customer service or relevant training programs is desirable

What We Offer:

  • Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
  • 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.

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

$67,000 - $67,000 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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