Marketplace Investigations Agent

3 weeks ago

Atlanta, United States StubHub Full time

Marketplace/Fraud Agent

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.


StubHub is growing and looking for people who want to help us shape how millions buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and, most importantly, a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating. This posting is for both a Marketplace Investigation Agent or a Chargeback Analyst.


As a Marketplace Investigative Agent, you prioritize, evaluate, and analyze information for potential fraud, waste, and abuse. You will be responsible for investigating and understanding the root causes of buyers that were unable to gain entry into the event with the tickets they received. Your investigations will play an integral part in ensuring that buyers are able to transact safely on our platform.


As a Seller fraud analyst, you will be responsible for helping ensure that StubHub/Viagogo is a safe marketplace for users. You will identify and review risky accounts in order to identify buyers may face before they happen. You should be a data driven person able to piece together diverse pieces of information to make a risk assessment and take action when needed to keep our customers safe.


About The Team

StubHub's Transaction Operations team is an organization comprised of multiple teams that are responsible for everything that happens from the moment you try to purchase a ticket to when you go to the event. Our teams help ensure that buyers can transact safely on our platform, that they receive their tickets successfully once they click ‘buy’ and are able to go enjoy their event.


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.


What You'll Do

Responsible working directly with vendors and clients when responding to chargeback alerts.

Prepare a complete case, including key points of evidence related for each chargeback to maximize our dispute win rates.

Submit and track the outcome of chargeback evidence submitted to payment providers for arbitration.

Help identify potential fraud by flagging and escalating fraudulent activity identified.

Responsible for investigating the causes of instances where the buyer was unable to gain entry into the event with the tickets they received.

Have a passion for data and be able to piece together diverse pieces of evidence and arrive at a conclusion.

Be proactive in identifying and escalating non-isolated issues to minimize disruptions to our customers.


What You've Done

You are a data driven person

You are not afraid of reaching high targets and KPIs

Analytical and investigative background

Follow proper attendance protocol and adhere to position schedule

Strong Attention to detail

Must work one weekend a month

Excellent interpersonal skills both verbal and written

Ability to work under pressure and deliver results in a time sensitive environment


What We Offer

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.

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