Global Customer Success Manager

2 weeks ago

Atlanta, Georgia, United States StubHub Full time
Job Title: Global Customer Success, Senior Manager

At StubHub, we're on a mission to redefine the live event experience on a global scale. As a Global Customer Success, Senior Manager, you'll play a critical role in shaping how millions of people buy, sell, connect, and experience live events worldwide.

About the Role

We're seeking a seasoned leader to oversee the strategic direction and day-to-day operations of our customer service department. As a Senior Manager, you'll lead a team of managers and supervisors to deliver exceptional service and drive performance results. Your strategic mindset, strong leadership abilities, and passion for exceeding customer expectations will be key to success in this role.

Key Responsibilities
  • Develop and implement strategic initiatives to optimize departmental performance, enhance the customer experience, and achieve organizational goals.
  • Lead and mentor a team of customer service managers and supervisors, providing guidance, support, and professional development opportunities.
  • Set and monitor departmental KPIs and service level agreements, identifying areas for improvement and implementing strategies to drive performance excellence.
  • Partner with analytics resources and leverage available data to identify trends and opportunities that increase resolution rates and reduce customer contacts.
  • Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
  • Ensure adherence to company policies and procedures, as well as compliance with regulatory requirements.
  • Monitor industry trends and best practices to identify opportunities for innovation and service enhancements.
  • Prepare and present regular reports on departmental performance, including key metrics, insights, and recommendations, to senior leadership.
  • Foster a culture of accountability, collaboration, and continuous improvement within the customer service team.
Requirements
  • 5+ years' experience in customer service-related industry preferred.
  • 4+ years of experience in a customer service leadership or a related role, with demonstrated success.
  • Proven track record of leading teams to achieve and exceed performance targets.
  • Demonstrated analytical skills, with comfortability extracting insights from data.
  • Experience working in a performance-driven culture is a plus.
  • Proficiency in Microsoft Office and CRM software.
  • Certification in customer service management or relevant training programs is desirable.
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.

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