Job description
At StubHub, our mission is to bring the joy of live to fans globally. We’re the world's largest ticket marketplace, and we make sure that the events where you want to be are never sold out.
At StubHub, we are:
Owners – We carry the ball. We act as one team, in it together. We live above the line as optimists and with a solution mindset. We are fully accountable for solving problems, both our own pieces and the whole.
Fan First – We are the fans’ biggest fan. We are the fan and the voice of our fans in everything we do.
Driven – We push past the finish line, aggressively prioritize and focus on what matters most. We debate, decide, commit and deliver.
Inventive – We play a new chord; we celebrate progress over perfection and learnings as much as success. We’re agile because there is always more than one way.
Courageous – We take big swings. We show up for challenges with resilience and persistence. We take risks, embrace failure as a path to learning, and speak up when we have a different opinion.
Diverse & Inclusive – We harmonize. We assume positive intent, trust and empower others; bring a global mindset and seek out alternative viewpoints.
THE ROLE:
The Customer Experience Supervisor is a fundamental role in coaching our Customer Experience agents to deliver a world-class customer experience. Through a culture of support and guidance, the Supervisor, works to create an atmosphere of trust, connection and unity within the team to drive excellence.
JOB RESPONSIBILITIES:
- Coach, supervise and support a team of 15 Customer Experience agents in our Call Center
- Responsible for mentoring team members and promoting individual development through the use of individual development plans for members of the team.
- Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas.
- Utilize data and reporting to monitor agent productivity
- Analyze impacts to service levels and trends; provide constructive feedback and recommendations
- Provide hands-on support and guidance to team members handling escalations
- Provide individual support through 1 on 1s to coach, develop, motivate as well as enhance and maintain relationships of trust and - cooperation
- Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same
- Encourage and promote decision making and accountability at all levels
- Support the hiring and training process by conducting interviews and making recommendations for hiring decisions
- Appropriately give and be open to receive feedback to/from team and coworkers
- Actively work to remove barriers to agent success
- Other projects, reporting and tasks as assigned to support individual development
COMPETENCIES:
- Strong ability to coach, motivate, inspire and empower others to strive for excellence
- Dedicated to meeting the expectations and requirements of internal and external customers
- Possess excellent time management skills
- Must be flexible and adaptable to effectively cope with an ever-changing environment
- Strong familiarity with internal tools and site functionality of StubHub’s products and service
- Strong problem solving and decision-making abilities
- Possesses the interpersonal skills necessary to communicate effectively in any situation
- Comfortable taking the initiative to get things done without waiting for direction
- Strong written and verbal communication skills with a focus on effectively communicating to accomplish daily tasks
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.
REQUIRED QUALIFICATIONS:
- 1-2 years of supervisory experience in a call center is preferred
- Demonstrated analytical skills, as well as strong verbal and written communication skills
- Demonstrated leadership and influential capabilities
- Proficient in functional/technical skills; Internet applications, office applications, internal tools
Are you interested in joining an ambitious and close-knit team dedicated to solving meaningful customer problems? Your work will - have a significant impact on the business, and help spread the joy of concerts, theater, and sports around the world.
We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel StubHub is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work.
StubHub is on a mission to give the world the freedom to connect to powerful live experiences no matter where they are, whenever they want. Whether it's Harry Styles, the Yankees, Billie Eilish or Real Madrid, we're here to give fans the access to the live entertainment they love. That means we must power the destination for every type of live event fan to unlock the transformative live experience that’s right for them. We are their ticket to unforgettable memories – the crack of the bat, the first guitar chord or drum tap, the roar of the crowd at the championship winning goal, the joke that makes their belly ache from laughter. To do this, we must have the most premiere industry partnerships that deliver more seamless integrated solutions and aggregate the widest event catalogue, know our customers to design more personalized discovery of that very catalogue and get that fan into the event of their dreams so they keep coming back. Daily innovation is at the crux of how we do this and a passionate team that rigorously prioritizes the most results-oriented work they can deliver is what gets it done and keeps us leading the industry.
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