GCS Executive Customer Care Specialist II

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 Senior Executive Customer Care and Social Media Specialist, you will not only handle escalated inquiries but also act as a subject matter expert and mentor for the Executive Customer Care team. This role demands superior communication skills, expert problem-solving abilities, and a commitment to leading by example in both customer interactions and team guidance. Your leadership will be pivotal in fostering a collaborative team environment and driving the achievement of performance benchmarks. With your help, we aim to be recognized as the best and most trusted customer experience brand in the world! 

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.    Schedule will be as follows: 2-10pm, Tue-Sat

What You'll Do:

• Executive Care: 
• Handle escalated inquiries and complex customer issues from high-ranking executives with precision and professionalism. 
• Act as the primary mentor and support for Executive Customer Care agents, guiding them through complex cases and decision-making processes. 
• Foster a collaborative team environment, encouraging open communication, mutual support, and continuous learning. 
• Strategically delegate tasks and manage team workflows to optimize productivity and ensure high-quality resolutions. 
• Provide expert guidance on navigating difficult conversations, utilizing empathy and strategic communication to de-escalate potential conflicts. 
• Analyze trends and feedback to proactively identify and implement process improvements, reducing future escalations and enhancing customer satisfaction.
   
• Social Media: 
• Lead social media initiatives, ensuring the team effectively addresses customer interactions with the brand’s voice and adheres to communication standards. 
• Oversee the monitoring and moderation of online communities, ensuring discussions are respectful and aligned with the brand. 
• Provide insights and guidance on leveraging social media trends to enhance engagement and customer satisfaction. 
• Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.    
• Create and update community articles that serve as a comprehensive resource for customers, providing them with a one-stop solution that reduces the need for direct inquiries. 
• Additional Duties as assigned 

Who You Are:

• Data-Driven Decision Making: Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives. 
• Attention to Detail and Quality: Ensures accuracy and quality in all aspects of escalated issue resolution, maintaining high standards of excellence and customer satisfaction. 
• Empathetic Leadership: Demonstrates understanding and empathy to both customers and while providing support and guidance to team members in challenging situations, inspiring confidence, and trust.   
• Advanced Problem-Solving and Decision Making: Utilizes a deep understanding of customer service complexities to resolve issues and make informed, strategic decisions. 
• Strategic Communication: Masterfully communicates complex ideas and policies to both customers and team members, ensuring clarity and alignment with strategic goals. 
• Expert Knowledge and Technical Proficiency: Maintains a thorough understanding of social media platforms, CRM systems, and industry best practices, guiding the team in effective use. 
• Adaptability and Resilience: Shows flexibility in handling changes and challenges in a dynamic environment, maintaining high performance and team morale. 

What You've Done:

• Bachelor’s degree or equivalent practical experience preferred. 
• 3+ years of experience in customer service. 
• 1 year of experience in a role focused on peer support or mentorship, with responsibilities including actively guiding, supporting, and training colleagues to enhance their professional skills and performance preferred. 
• Previous experience in handling executive-level customer escalations and managing social media platforms preferred. 
• Familiarity with CRM systems and social media platform navigation and utilization preferred. 

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$24—$24 USDAbout 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.