Seller Operations Supervisor

Job Description

Job Description

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.

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.

About the opportunity

As a Seller Operations Supervisor at StubHub, you will be driving operational excellence through performance and quality of the Seller Operations team by working with our global customers to ensure ticket fulfilment and to provide top-level support to our global network of customers.

This role requires a proactive mindset, excellent communication skills and a passion for delivering results. You will have the opportunity 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 :

• Manage global events to ensure fulfilment and managing breakage
• Make analytical, policy and process-based decisions
• Manage and exceed individual and team performance targets for resolution rate, customer satisfaction, and response time.
• Challenge processes, bringing ideas for continuous improvement
• Provide a strong quality focused customer experience - giving quick, accurate, and friendly service, both internally and externally
• Adapt to new tasks and processes as we continue to optimize our team and reduce breakage.
• Build lasting relationships with our supporting partners and teams
• Identify customer needs and provide immediate solutions.
• 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 :

• Customer Focus - Demonstrates a deep understanding of customer needs and strives to exceed expectations in every interaction.
• Results Oriented - Driven by a desire to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results.
• Communication - Articulate and empathetic communicator who can convey information clearly and effectively across various channels.
• Problem Solving - Analytical thinker with the ability to identify issues, evaluate options, and implement effective solutions.
• Attention to Detail - Meticulous and thorough in handling customer inquiries and ability to identify patterns.
• Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed deadlines
• Technical Aptitude - Ability to navigate through computer programs with ease.
• Judgment and Decision-making - Ability to exercise sound judgment in decision-making, consistently aligning actions with established company policies and procedures.
• Ownership - Hungry to take on responsibility, excelling at following up, providing updates proactively, and proposing process improvements whenever applicable
• Relationship Building - Using interpersonal skills to network in an effective way, educating customers on our tools and procedures, and building lasting customer and colleague relationships
• Teamwork - Adaptable, flexible, approachable, and collaborative towards team goals and interests

What You've Done :

• Proven experience in customer service or a related role (1+ years preferred).
• Excellent verbal and written communication skills.
• Experience leading a team and driving performance.
• 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 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 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.

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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.