Fulfillment Operations Agent

StubHub•Atlanta, GA

8d•Onsite

About The Position

StubHub is looking for a resourceful, technically minded problem solver to join their Fulfillment team. In this role, you will investigate ticket delivery issues across multiple systems, troubleshoot problems when something goes wrong, and help ensure buyers receive the right tickets in time for their event. Many of the tools and workflows used are unique to StubHub, so prior ticketing experience isn’t required. The ideal candidate learns new systems quickly, enjoys figuring out how things work, recognizes patterns, and is comfortable finding solutions when there isn’t always a step-by-step answer. The Fulfillment team focuses specifically on successful ticket delivery and works across several queue-based workflows involving mobile transfers and other fulfillment methods. The work can be time-sensitive, particularly as events approach, so the team relies on people who can balance speed with accuracy, take ownership of an issue, and recognize when they’ve reached a blocker that needs to be escalated.

Requirements

High School Diploma or equivalent required.
Experience troubleshooting issues, investigating cases, or working across multiple systems in a fast-paced operations, technical support, marketplace, e-commerce, or similar environment preferred.
Experience managing multiple priorities or a queue of time-sensitive work.
Comfort learning new technology, systems, and processes quickly.
Proficiency with Microsoft Office, particularly Excel.
Ability to handle confidential information appropriately.
Ability to adapt to changing priorities and handle multiple tasks with short turnaround times.

Nice To Haves

Experience with ticketing or mobile transfer platforms is helpful, but not required.

Responsibilities

Investigate and troubleshoot ticket delivery and mobile transfer issues across multiple systems and workflows.
Identify where fulfillment failures are occurring and work through potential solutions to get tickets successfully delivered to buyers.
Manage queue-based work and prioritize time-sensitive cases while maintaining accuracy and attention to detail.
Learn and navigate StubHub-specific tools and processes used to track, troubleshoot, and complete ticket delivery.
Manage incoming mobile transfers across external ticketing platforms such as Ticketmaster, AXS, SeatGeek, Live Nation, and others.
Investigate orders to ensure the correct tickets are transferred to the correct buyer.
Recognize recurring issues and trends and provide feedback that can improve fulfillment processes and the customer experience.
Partner with frontline Customer Service and other internal teams to resolve more complex issues.
Work independently to troubleshoot issues while recognizing when a blocker requires escalation.
Communicate with customers primarily through email and through occasional outbound phone calls when needed.
Use reporting tools, including Hex, to help monitor and manage fulfillment workflows.