Global Customer Success Manager

3 days ago

Atlanta, Georgia, United States StubHub Full time
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.

We're looking for a strategic leader who can oversee the strategic direction and day-to-day operations of our customer service department. You'll lead a team of managers and supervisors to deliver exceptional service and drive performance results. Success in this role requires a strategic mindset, strong leadership abilities, and a passion for exceeding customer expectations.

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.
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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