GCS Executive Customer Care Specialist 2

StubHub•Atlanta, GA

1d•Hybrid

About The Position

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. As a Senior Executive Customer Care and Social Media Specialist, you will not only handle escalated inquiries but also act as a subject matter expert and mentor for the Executive Customer Care team. This role demands superior communication skills, expert problem-solving abilities, and a commitment to leading by example in both customer interactions and team guidance. Your leadership will be pivotal in fostering a collaborative team environment and driving the achievement of performance benchmarks. With your help, 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. The shift schedule for this role is Sunday – Thursday: 9:00 AM – 5:30 PM

Requirements

Bachelor’s degree or equivalent practical experience preferred.
3+ years of experience in customer service.
1 year of experience in a role focused on peer support or mentorship, with responsibilities including actively guiding, supporting, and training colleagues to enhance their professional skills and performance preferred.
Previous experience in handling executive-level customer escalations and managing social media platforms preferred.
Familiarity with CRM systems and social media platform navigation and utilization preferred.

Responsibilities

Handle escalated inquiries and complex customer issues from high-ranking executives with precision and professionalism.
Act as the primary mentor and support for Executive Customer Care agents, guiding them through complex cases and decision-making processes.
Foster a collaborative team environment, encouraging open communication, mutual support, and continuous learning.
Strategically delegate tasks and manage team workflows to optimize productivity and ensure high-quality resolutions.
Provide expert guidance on navigating difficult conversations, utilizing empathy and strategic communication to de-escalate potential conflicts.
Analyze trends and feedback to proactively identify and implement process improvements, reducing future escalations and enhancing customer satisfaction.
Lead social media initiatives, ensuring the team effectively addresses customer interactions with the brand’s voice and adheres to communication standards.
Oversee the monitoring and moderation of online communities, ensuring discussions are respectful and aligned with the brand.
Provide insights and guidance on leveraging social media trends to enhance engagement and customer satisfaction.
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.
Additional Duties as assigned