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 Senior Supervisor oversees the daily operations of the VIP Relations Specialist 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. You will proactively monitor and engage with VIP customers, ensuring that from beginning to end, their experience is seamless and exemplary. In this dynamic, fast-paced environment, your ability to deliver outstanding results will be key to driving success. 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.
What You'll Do
- Lead and mentor a team of VIP Specialists 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 prompt, professional, and courteous assistance to customers via multiple communication channels (phone, email, chat) regarding high dollar transactions, ensuring a high level of satisfaction and resolution.
- Guide customers through the transaction processes, offering step-by-step support and troubleshooting.
- Proactively identify, investigate, and resolve customer issues or concerns related to high value transactions promptly and effectively, collaborating with relevant departments to ensure a quick resolution.
- Accurately document customer interactions and transactions, and generate reports to track trends, identify recurring issues, and suggest improvements for customer support processes.
- Proactively identify opportunities to enhance customer support procedures, streamline processes, and contribute to the improvement of customer experience within high value transactions.
- Build customer relationships to increase order value and future purchases from high value buyers.
- Additional duties as assigned.
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.
- Proficient in SQL and comfortable using data to drive decisions, build dashboards, and present insights to leadership.
- Thrives in a fast-paced, autonomous environment and collaborates effectively across teams to solve complex problems.
- Receptive to feedback and committed to continuous improvement and growth.
- 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.
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 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.
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.
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