Incident Response Senior Supervisor

3 days ago


Atlanta, Georgia, United States StubHub Full time

Global Customer Success, Incident Response Senior Supervisor

At StubHub, we're on a mission to redefine the live event experience on a global scale. Our team is dedicated to delivering exceptional customer experiences, and we're looking for a talented Incident Response Senior Supervisor to join our Global Customer Success organization.

This role is a key leadership position, responsible for ensuring our day-to-day operations run smoothly. You'll be working closely with our team to identify and resolve issues, develop and implement process improvements, and drive business outcomes.

Key Responsibilities:

  • Coach and manage a team of Incident Response Coordinators to ensure efficient and effective operations.
  • Provide hands-on support and guidance to develop team members' skills and decision-making abilities in issue resolution.
  • Audit and coach team members to maintain the highest quality standards, ensuring consistent performance excellence.
  • Manage ongoing reports, interpret performance trends, identify root causes, and contribute to performance improvement efforts.
  • Execute ad hoc reporting requests within specified SLAs, providing actionable insights to drive business performance improvement.
  • Proactively identify improvement opportunities, partner with business units to execute tests, measure results, and lead change initiatives.
  • Facilitate issue resolution through investigation, analysis, and effective collaboration with cross-functional partners.
  • Support incident resolution by communicating effectively with impacted customers and facilitating necessary actions.

Requirements:

  • BS/BA degree or equivalent work experience.
  • 5+ years related professional experience in Data/Business Analysis.
  • Experience directly or indirectly leading others, coaching and mentoring them toward business outcomes.
  • Strong understanding of the live event and/or secondary ticketing industries.
  • Advanced SQL or equivalent skills.
  • Familiarity with PowerBI or equivalent reporting tools.
  • Basic knowledge of testing, databases, report writing, and statistical software and MS office applications.
  • Experience with large-scale contact centers, global operating environments, or eCommerce / Tech is 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.

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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