GCS Executive Customer Care Specialist

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 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 worldwide.

As an Executive Customer Care and Social Media Specialist, you will take the lead in resolving high-level executive and social media inquiries with urgency, professionalism, and strategic insight. This pivotal role requires exemplary communication skills, advanced problem-solving capabilities, and a proven ability to consistently exceed productivity and performance expectations. You will act as a primary brand ambassador, proficiently managing both escalated customer complaints and real-time social media interactions. Success in this role involves not only resolving immediate issues but also proactively identifying and addressing systemic problems to prevent future escalations. 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.  

• Executive Care: 
• Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions. 
• Tackle complex issues including Attorney General inquiries, concierge escalations, and consumer complaint platform escalations with professionalism and precision. 
• Communicate difficult messages with empathy, effectively de-escalating challenging situations. 
• Collaborate with cross-functional teams to implement improvements based on issue analysis, enhancing executive customer experiences. 
• Maintain meticulous records of interactions and resolutions to track trends and outcomes. 

• Social Media: 
• Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism while ensuring a positive, professional presence that aligns with the company's brand values. 
• Utilize thorough research to resolve customer issues, aiming to provide a first-contact resolution whenever possible.   
• Monitor and moderate online community discussions to maintain respectful and relevant interactions.   
• 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.

• Data-Driven Decision Making: Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives.   
• Proactive Problem-Solving: Utilizes advanced analytical skills to identify root causes of complex issues, anticipate future challenges, and implement proactive solutions to prevent escalations. 
• Strategic Communication: Effectively conveys policy guidelines, decisioning, and resolutions to customers, team members, and management with a focus on strategic impact and long-term objectives.   
• Attention to Detail and Quality: Ensures accuracy and quality in all aspects of escalated issue resolution, maintaininghigh standards of excellence and customer satisfaction. 
• Empathy: Display deep empathy and patience, crucial for handling sensitive executive escalations and social media interactions. 
• Technical Proficiency: Skilled in navigating social media platforms and CRM systems, with an understanding of social media platforms. 
• Adaptability: Flexibly respond to changing priorities and maintain effectiveness in a dynamic environment. 

• 2+ years of customer service experience required. 
• 1+ year(s) experience handling executive customer escalations concerns preferred. 
• Has a solid understanding of the social media landscape (e.g., Facebook, Twitter, Instagram, Snapchat, TikTok). 
• Prior experience supporting social media platforms preferred. 

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and 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.
• Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.

About Us 

StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action. 

We are an equal-opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.