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Global Customer Success, Real Time Incident Response Specialist
3 months ago
GCS Real Time Incident Response 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.
StubHub is growing and looking for people who want to help us shape how millions of people 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.
In this role, we are looking for someone with a proactive approach to problem-solving, excellent communication abilities, and strong analytical skills. The GCS Sr. Real Time Incident Supervisor will serve as the frontline expert in navigating through crises, ensuring minimal disruption to customer service operations while upholding a high standard of support. 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.
What You'll Do
- Continuously monitor real-time performance metrics, identifying and addressing any deviations from targets promptly.
- Manage WFM command center and playbook processes when service levels or other key metrics are out of target range, and ensure information is collected and escalated up to the proper teams.
- Develop and follow escalation protocols for issues, ensuring quick resolution and minimal impact on operations.
- Ensure monthly, weekly, daily and interval service level targets are consistently met.
- Manage business continuity processes, ensuring proper information is collected and escalated Identify opportunities for process improvements and business continuity operations to enhance efficiency and effectiveness.
- Act as a primary point-of-contact for incident remediation by directly coordinating resolution steps across various teams when unexpected issues arise.
- Collaborate with Operations teams and advise on action steps to ensure customer experiences align with service expectations.
Who You Are
- Manages complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Self-starter - Able to take initiative and work independently without constant supervision.
- Decision quality - Makes good and timely decisions that keep the organization moving forward.
- Data literacy - Able to comprehend, analyze, and communicate with data effectively.
- Communication - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
What You've Done
- 3+ years experience in customer service or related role
- 2 + years previous experience in a supervisory or leadership role in customer service or a related field.
- Proficiency in Microsoft Office and CRM software.
- Knowledge of WFM applications, tools, and processes – Calabrio, Twilio, Amazon Connect.
- Experience with large-scale contact centers, global operating environments, or eCommerce/Tech.
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.
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.
