GCS Incident Response Specialist

StubHub•Atlanta, GA

8d•Onsite

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. In this role, we are looking for someone who displays strong decision-making skills and an acute attention to detail. The GCS Incident Response Coordinator is a critical role in addressing immediate large scale communication needs to reduce contacts in our Global Customer Service organization. We aim to be recognized as the best and most trusted customer experience brand in the world! This is a full-time position with occasional flexibility required to accommodate evenings and weekends based on business needs. First 4 weeks will be training, M-F 9-5:30. Two available schedules after training: - Tuesday - Saturday (Tuesday-Friday 9am-5:30 & Saturday 11am-7:30pm) - Monday-Friday 11:30-8pm

Requirements

BA or BS degree or relevant experience preferred.
1-2 years of experience in reporting, analytics or customer service.
Ability to create and execute queries using SQL a strong plus.
Intermediate to advanced Microsoft Excel.
Advanced communication skills particularly in written content.
Exceptional written, verbal, and interpersonal communication skills, adept at communicating with all levels of the organization effectively and clearly.
Enthusiastic problem solver comfortable with ambiguity, adept at finding creative solutions.
Strong attention to detail, ensuring work is completed with the highest level of accuracy.
Highly self-motivated, dedicated to delivering impactful work consistently, even in a rapidly changing industry landscape.

Responsibilities

Monitor and manage global event-level issues, providing timely responses and resolutions.
Respond to employee inquiries via chat, email, and internal reports, ensuring high-quality support.
Review and assess events potentially impacted by weather, issuing timely notifications to customers.
Create and distribute content to internal and external customers.
Collaborate cross-functionally to address ad-hoc customer communication requests.
Maintain and update event listings and orders according to verified changes in ticket types.
Communicate reported incidents at the event level, collaborating with stakeholders to determine next steps.
Analyze contact volumes and business environment for potential issues, taking proactive measures as needed.
Communicate changes in event dates and times to all affected customers.
Identify and implement process improvements to enhance efficiency and effectiveness.
Proactively identify improvement opportunities, partner with business units to execute tests, measure results, and lead change initiatives.
Ensure required schedule coverage as per business needs
Additional duties as assigned.