Senior Software Engineer - Active Support

StubHub • New York, NY

2d • 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 Software Engineer, you’ll redefine the post-purchase experience, building 0 to 1 proactive support flows that reduce customer anxiety and strengthen trust at critical moments. You’ll transform our transactional email and SMS systems by centralizing infrastructure and improving how we communicate with millions of customers. In parallel, you’ll modernize MyAccount, a high-traffic, high-impact surface, enabling faster iteration and better experiences across teams.
This role sits at the intersection of product, platform, and customer experience. You won’t just optimize existing flows; you’ll define how customers experience StubHub after purchasing and building the systems that power it.
About the Active Support Team:
The Active Support team is transforming post-purchase experiences. Our mission is to resolve as many customer issues as possible instantly, without a live agent, while ensuring exceptional service when human support is needed.
Location: Hybrid (3 days in office/2 days remote) – New York, NY

Requirements

• Built and shipped high-quality, customer-facing experiences at scale
• Drove measurable improvements in key metrics (conversion, engagement, CSAT)
• Strong product intuition for post-purchase and trust-critical moments
• Experience leveraging and evolving design systems, with a focus on performance and polish
• Able to turn ambiguity into simple, intuitive, and well-crafted user experiences
• Work seamlessly across APIs, backend systems, and real-time data flows
• Proven ability to improve latency, reliability, and scalability at scale
• Think in systems across frontend, backend, and communications (email/SMS) to deliver cohesive, end-to-end experiences
• Focused on outcomes, not output
• Track record of measurable impact
• Experience in metrics-driven, experiment-led environments
• Communicate results clearly with data

Responsibilities

• Build 0 to 1 features for our AI-powered support experiences, helping customers resolve issues directly within chat
• Design step-by-step flows for complex scenarios (orders, replacements, refunds)
• Own critical post-purchase experiences at scale
• Partner with Product, Design, and AI teams to iterate quickly
• Leverage OpenAI, Claude, and internal systems for reliable interactions
• Improve performance, scalability, and system reliability
• Use data and experimentation to drive continuous improvement

Benefits

• Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Competitive base, equity, and upside that tracks with your impact.
• Flexible Time Off: Enjoy unlimited Flex Time Off, giving you the flexibility to manage your schedule and take time to 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 251-500 employees