Global Customer Service Manager

viagogo is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.  

Job Description: 

The Customer Service Manager is responsible for overseeing the day-to-day operations of the customer service department, ensuring a high level of service delivery and customer satisfaction. Success in this role requires strong leadership skills, strategic thinking, and a passion for driving results. The ideal candidate will be a proactive problem-solver with excellent communication abilities and a track record of leading teams to success. 

Responsibilities: 

• Lead, coach, and develop a team of Customer Service Supervisors to deliver exceptional service and achieve performance targets. 

• Implement strategies to optimize agent and supervisor performance, including setting and monitoring KPIs for defined quality and productivity metrics. 

• Collaborate with leadership and cross-functional teams to identify opportunities for process improvements and implement solutions to enhance the customer experience. 

• Leverage available data to identify trends and opportunities that increase resolution rates and reduce customer contacts. 

• Monitor and manage performance of team members to ensure an always effective and productive workforce.  

• Provide one-to-one feedback to team members that support their professional development and growth  

• Act as a secondary point of escalation for complex customer inquiries and complaints, ensuring timely resolution and customer satisfaction.  

• Ensure adherence to company policies and procedures, as well as compliance with regulatory requirements. 

• Prepare and present regular updates on departmental performance, including key metrics, insights, and learnings, to senior management. 

• Act as a culture ambassador; actively embody the StubHub operating principles while encouraging others to do the same 

Competencies: 

• Leadership - Ability to inspire, motivate, and empower team members to achieve excellence and drive results. 

• Performance Management - Experience in setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.  

• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization. 

• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.  

• Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.  

• Problem Solving - Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions.  

• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions. 

• Adaptability - Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs. 

Position Type and Expected Hours of Work: 

This is a Full-Time position which may require weekend, holiday, daytime, and/or evening hours.  

This role will require working in office 3 days per week to ensure cross functional collaboration.  

Preferred Education and Experience: 

• 4+ years' experience in customer service-related industry preferred.  

• 3+ years of experience in a customer service leadership or a related role, with demonstrated success.  

• Proven track record of leading teams to achieve and exceeding performance targets  

• Demonstrated analytical skills, with comfortability extracting insights from data  

• Experience working in a performance-driven culture is a plus. 

• Proficiency in Microsoft Office and CRM software 

• Certification in customer service management or relevant training programs is desirable.