Customer Service Team Leader

Team Lead - ECC

About viagogo

viagogo is the leading global marketplace for music, sports, and entertainment tickets. We have finalized a deal to acquire StubHub and look forward to continuing our market leadership.

Despite our rapid growth while revolutionizing a 100-billion-dollar industry, we maintain our start-up ethos and data-driven, collaborative culture. We believe that small, cross-functional teams can achieve extraordinary results. Fans from nearly every country in the world can find millions of tickets to their favourite events in the language, currency, and with the device of their choice.

We provide the widest possible choice of tickets to events around the world and help ticket sellers reach a global audience. viagogo has partnered with many of the world’s leading brands in sports and entertainment while helping fans access unforgettable experiences.

As a Team Leader - ECC at viagogo/Stubhub, you will be responsible for:

• Coach, supervise, and support a team of 10-15 experts
• Step into Manager role as needed when Manager is out
• Utilize data and structured approach to coach, motivate, and reward team members to promote strong KPI performance, quality, and productivity
• Proactively assess impacts on service levels, contact types, and trends; provide constructive feedback and recommendations to leadership and PR team
• Provide hands-on support and guidance to team members handling escalated edge cases and social contacts
• Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same
• Encourage and promote accountability at all levels
• Actively work to remove barriers to experts’ success
• Other tasks as assigned to support GCS operations

We would like to see someone who has:

• Strong ability to coach, motivate, inspire, and empower others to strive for excellence, implement change and support GCS Managers
• Dedicated to meeting the expectations and requirements of internal and external customers
• Excellent time management skills
• Effectively and efficiently operate in a dynamic, fast-paced environment
• Strong familiarity with internal tools and site functionality of StubHub’s products and service
• Strong written/verbal communications skills and problem-solving skills

Position Type and Expected Hours of Work:

• This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.

Preferred Education and Experience:

• 1-2 years’ experience as a Customer Service/Customer Experience Leader
• Demonstrated analytical skills, as well as strong verbal and written communication skills
• Demonstrated leadership and influential capabilities and ability to drive a positive culture
• Proficient in functional/technical skills; Internet applications, office applications, internal tools

What we offer:

At viagogo, we are proud of our multicultural and vibrant culture, innovative offices, and the newest technologies used. You can be a part of this exciting environment and show your talents. Once part of the team, you will have access to our wide benefits package:

·Competitive starting salary

·Health package

·Continuous training & support

·Career progression

·Employee Engagement initiatives

·Casual dress code

·Free parking

Job Types: Full-time, Permanent

Benefits:

• On-site parking
• Private medical insurance
• Wellness program

Schedule:

• 8 hour shift

Work Location: Hybrid remote in County Limerick, CO. Limerick

Reference ID: s1234