Global Customer Success Director

4 days ago


Atlanta, Georgia, United States StubHub Full time

Job Summary

We are seeking a highly skilled and experienced Senior Manager to lead our Global Customer Service team at StubHub. As a key member of our leadership team, you will be responsible for overseeing the strategic direction and day-to-day operations of the customer service department.

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.

About Us

StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through our 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, StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences.



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