Global Customer Success, Legal Specialist
3 weeks ago
Global Customer Success, Legal Specialist (Atlanta, GA)
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.
In this role, we are looking for someone with excellent communication skills, meticulous attention to detail, and the ability to analyze and investigate customer claims effectively; proposing resolutions that align with both customer satisfaction and business objectives. The GCS Legal Specialist role is a pivotal position within our Global Customer Service organization, responsible for providing reliable and comprehensive support to our Legal, Press and Media teams. With your help, 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
- Engage in cross-functional meetings and projects to bring the Customer Service viewpoint into broader problem-solving discussions around legal escalations.
- Promptly and thoroughly conduct in-depth investigations into complex customer legal claims, providing the legal team with comprehensive breakdowns, user reports, and policy-based resolution recommendations.
- Act as the key intermediary between Customer Service and the Legal, Press and Media teams, ensuring effective communication and cohesive action on customer-related issues.
- Accurately and comprehensively document all findings and resolutions.
- Uphold confidentiality and manage sensitive information with utmost discretion.
- Handle responses to customers' legal notices of disputes received via mail, ensuring adherence to legal requirements, and maintaining the highest standards of professionalism and confidentiality.
- Conduct comprehensive reviews and analyses of legal and media threats to assess potential risks to brand reputation and recommend appropriate mitigation strategies.
- Manage escalations from executives and other key stakeholders, providing expert guidance and resolving issues in a timely and professional manner.
- Stay updated on relevant laws, regulations, and industry trends affecting customer service operations.
Who You Are
- Problem Solving: Analytical mindset with strong problem-solving abilities, including the ability to assess risks and develop practical solutions to address complex legal challenges.
- Attention to Detail: Attention to detail and accuracy, with a commitment to maintaining high standards of data protection compliance and documentation.
- Cross-Functional Collaboration: Proficiency in working within multi-disciplinary teams, adept at building relationships and fostering teamwork across various departments to achieve business goals.
- Adaptability and Resilience: Capacity to manage sensitive or challenging situations with strategic flexibility and composure, adapting to evolving circumstances while maintaining focus on objectives.
- Customer Centric: Customer-focused mindset with a commitment to delivering high-quality service and building trust with internal and external stakeholders.
- Legal, Policy and Business Acumen: Comprehensive understanding of business policies and procedures, particularly as they relate to legal frameworks in a secondary marketplace environment.
- Communication: Exceptional communication skills, adept at articulating complex legal scenarios to diverse audiences, ensuring clarity and actionable understanding.
What You've Done
- 2+ years of customer service experience preferred.
- Demonstrated success in achieving and exceeding performance targets, with a track record of driving continuous improvement initiatives.
- Experience in Trust and Safety, Risk evaluation, Paralegal, or Regulatory roles preferred.
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.
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