Global Customer Success, Supervisor

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 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 worldwide.

StubHub is growing and looking for people who want to help us shape how millions buy, sell, connect, and experience live events worldwide. 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.

As a Customer Service Supervisor, you will lead and support our customer service team in exceeding performance targets and delivering unparalleled service to our valued customers. The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring adherence to quality standards, and driving operational excellence. This role requires strong leadership skills, effective communication abilities, and a passion for delivering results. The ideal candidate will have previous experience in a supervisory role, with a track record of driving performance improvements and fostering a positive team 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

• Supervise and coach a team of customer service representatives to achieve performance targets and deliver exceptional customer service. 
• Monitor team performance metrics, including contact and interaction quality, customer satisfaction scores, and adherence to service level agreements. 
• Provide ongoing feedback and performance evaluations to team members, identifying areas for improvement and implementing training initiatives as needed. 
• Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction. 
• Collaborate with cross-functional teams to implement process improvements and enhance the customer experience. 
• Maintain accurate records of customer interactions, feedback, and resolutions in the company's CRM system. 
• Conduct regular team meetings to communicate goals, initiatives, and performance expectations. 
• Foster a culture of accountability, teamwork, and continuous improvement within the customer service team. 
• Oversee the growth and performance of agents through mentoring and performance management. 
• Provide personalized guidance and feedback through goal setting and facilitating individual development plans. 

Who You Are

• Ability to inspire, motivate, and empower team members to achieve performance targets and deliver exceptional service. 
• Experience setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.
• Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization. 
• Strong analytical and problem-solving skills to identify root causes of issues and implement effective solutions. 
• Commitment to prioritizing customers' needs and satisfaction in all decision-making and actions. 
• Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability. 
• Ability to adapt to changing priorities and business needs in a fast-paced environment. 
• Experience providing constructive feedback, coaching team members to improve performance, and supporting their professional growth and development.

What You've Done

• 3+ years experience in customer service or related role 
• 1+ years of 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: 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.

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 for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action. 

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.