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GCS Incident Response 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.

StubHub is growing and looking for passionate individuals who want to shape how millions of fans connect with live events worldwide. As we build a world-class customer experience, we value trust, inclusion, ownership, and a culture of operational excellence. 

We are seeking a dedicated and proactive Incident Response Supervisor to support the day-to-day operations of our Communication Incident Response Team (CIRT). This role is essential to maintaining high-quality incident resolution, supporting team development, and coordinating with global partners. The Supervisor will also play a critical role in Major Event readiness and mitigation, partnering with cross-functional teams to identify risks, prevent escalations, and ensure seamless experiences for our customers. 

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:

  • Supervise, coach, manage, and support a team of Incident Response Specialists ensuring high standards of performance, efficient and effective operations, escalation handling, and incident response.  
  • Act as the first point of escalation for real-time operational issues and facilitate timely, structured resolutions in collaboration with other support functions. 
  • Provide hands-on support and guidance to develop team members' skills and decision-making abilities in issue resolution. 
  • Lead and support Major Event readiness efforts by coordinating with Spec Ops, EDM, Event Owners, and Knowledge Management to ensure proactive mitigation, knowledge dissemination, and customer notification. 
  • Lead and support Major Event readiness efforts by coordinating with internal departments and key stakeholders such as Spec Ops, EDM, Event Owners, Knowledge Management, Product, Engineering, Customer Service leadership (e.g., GCSLT), and other to ensure proactive mitigation, knowledge dissemination, and customer notification 
  • Monitor performance dashboards, task queues, and operational workflows; Audit and coach team members to maintain the highest quality standards, ensuring consistent performance excellence. 
  • Manage ongoing reports, interpret contact trends, identify root causes, and contribute to performance improvement efforts. Ensure timely flagging and mitigation of high-risk issues during both BAU and major events. 
  • Provide feedback for the creation and review of internal knowledge articles for major events and known issues. 
  • Assist in the documentation, execution, and improvement of playbooks and mitigation strategies for recurring event issues. 
  • Foster strong communication and alignment between geographically dispersed team members, including coordination across Limerick and Atlanta. 
  • Champion a proactive culture of incident prevention, root cause analysis, and continuous improvement. 
  • Execute ad-hoc requests as needed. 

What You've Done:

  • 2–4 years of experience in customer service or incident response environments. 
  • 2+ years of people leadership experience, preferably in a fast-paced or global support setting. 
  • Experience managing real-time or high-severity issues is a strong plus. 
  • Demonstrated ability to collaborate across time zones and functions. 
  • Basic familiarity with dashboards (e.g., Salesforce, Hex), escalation protocols, and customer service tooling. 
  • SQL experience strongly preferred. 
  • Excellent interpersonal and written communication skills. 

Who You Are:

  • People-First Leadership: Leads with empathy and care; provides clarity and coaching aligned to team development goals. 
  • Operational Excellence: Demonstrates hands-on leadership and a deep understanding of frontline realities; sets quality expectations and follows through on results. 
  • Customer-First Focus: Advocates for customer impact during incident resolution; ensures that communication and decisions are grounded in the fan experience. 
  • Problem Solving & Decision Making: Helps unblock team members through structured thinking and efficient decision-making; knows when to escalate. 
  • Effective Communication: Able to clearly communicate priorities, updates, and resolution paths across stakeholders and within the team. 
  • Adaptability & Agility: Navigates ambiguous or high-pressure situations with resilience and composure. 
  • Data-Driven Execution: Comfortable reading dashboards and performance reports to identify trends and coach for improvement. 

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.

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

$58,500 - $58,500 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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