GLOBAL CUSTOMER SUCCESS, REPRESENTATIVE (BROKER SUPPORT)

Company: StubHub
Location: Atlanta
Posted on: October 31, 2024

Job Description:

Global Customer Success, Representative (Broker Support)
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 of people 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 Representative at StubHub, you will be our valued customers' first point of contact, providing exceptional service and resolving inquiries efficiently. This role requires a proactive mindset, excellent communication skills, and a passion for delivering results. You will be able to work in a dynamic, fast-paced environment where performance is celebrated and rewarded.
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

• Handle inbound customer inquiries via phone, email, and chat professionally and efficiently.
• Identify customer needs and provide immediate solutions while educating customers to navigate and self-serve when possible.
• Meet and exceed individual and team performance targets for resolution rate, customer satisfaction, and response time.
• Maintain up-to-date knowledge of products, services, and company policies.
• Collaborate with cross-functional teams to improve processes and optimize the customer experience.
• Be friendly, reliable, and on-time, showing initiative and ownership across all assigned tasks.
  Who You Are
  
  • Demonstrates a deep understanding of customer needs and strives to exceed expectations in every interaction.
  • You are driven to achieve and surpass performance metrics and committed to delivering exceptional service and results.
  • An articulate, empathetic communicator who can convey information clearly and effectively across various channels.
  • Analytical thinker who can identify issues, evaluate options, and implement effective solutions.
  • Meticulous and thorough in handling customer inquiries and ensuring accuracy in all tasks.
  • Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.
  • Ability to navigate through computer programs with ease.
  • Ability to exercise sound judgment in decision-making, consistently aligning actions with established company policies and procedures.
    What You've Done
    
    • Proven experience in customer service or a related role (1+ years preferred)
    • Excellent verbal and written communication skills.
    • Proficiency in Microsoft Office and CRM software.
    • Ability to type a minimum of 23 words per minute.
    • Ability to multitask and prioritize in a fast-paced environment.
    • Experience working in a performance-driven culture is a plus.
    • Proficiency in the English language required; additional language proficiencies preferred
    • 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.
        Compensation: $18.00/hr + Bonus

Keywords: StubHub, Redan , GLOBAL CUSTOMER SUCCESS, REPRESENTATIVE (BROKER SUPPORT), Sales , Atlanta, Georgia