GCS Executive Customer Care Specialist

StubHub•Atlanta, GA

15h•Onsite

About The Position

StubHub is on a mission to redefine the live event experience on a global scale. As an Executive Customer Care and Social Media Specialist, you will take the lead in resolving high-level executive and social media inquiries with urgency, professionalism, and strategic insight. This pivotal role requires exemplary communication skills, advanced problem-solving capabilities, and a proven ability to consistently exceed productivity and performance expectations. You will act as a primary brand ambassador, proficiently managing both escalated customer complaints and real-time social media interactions. Success in this role involves not only resolving immediate issues but also proactively identifying and addressing systemic problems to prevent future escalations. 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.

Requirements

2+ years of customer service experience required.
Has a solid understanding of the social media landscape (e.g., Facebook, Twitter, Instagram, Snapchat, TikTok).
Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives.
Utilizes advanced analytical skills to identify root causes of complex issues, anticipate future challenges, and implement proactive solutions to prevent escalations.
Effectively conveys policy guidelines, decisioning, and resolutions to customers, team members, and management with a focus on strategic impact and long-term objectives.
Ensures accuracy and quality in all aspects of escalated issue resolution, maintaining high standards of excellence and customer satisfaction.
Display deep empathy and patience, crucial for handling sensitive executive escalations and social media interactions.
Skilled in navigating social media platforms and CRM systems, with an understanding of social media platforms.
Flexibly respond to changing priorities and maintain effectiveness in a dynamic environment.

Nice To Haves

1+ year(s) experience handling executive customer escalations concerns preferred.
Prior experience supporting social media platforms preferred.

Responsibilities

Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions.
Tackle complex issues including Attorney General inquiries, concierge escalations, and consumer complaint platform escalations with professionalism and precision.
Communicate difficult messages with empathy, effectively de-escalating challenging situations.
Collaborate with cross-functional teams to implement improvements based on issue analysis, enhancing executive customer experiences.
Maintain meticulous records of interactions and resolutions to track trends and outcomes.
Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism while ensuring a positive, professional presence that aligns with the company's brand values.
Utilize thorough research to resolve customer issues, aiming to provide a first-contact resolution whenever possible.
Monitor and moderate online community discussions to maintain respectful and relevant interactions.
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.