Real Time Incident Response Manager

2 weeks ago


Atlanta, Georgia, United States StubHub Full time

Job Summary

We are seeking a highly skilled and experienced Global Customer Success Specialist to join our team at StubHub. As a key member of our customer experience team, you will be responsible for ensuring that our customers receive exceptional support and service.

Key Responsibilities

  • Continuously monitor real-time performance metrics to identify and address any deviations from targets promptly.
  • Manage business continuity processes to ensure minimal disruption to customer service operations.
  • Develop and follow escalation protocols for issues to ensure quick resolution and minimal impact on operations.
  • Collaborate with Operations teams to ensure customer experiences align with service expectations.
  • Act as a primary point-of-contact for incident remediation by coordinating resolution steps across various teams.

Requirements

  • 3+ years of experience in customer service or a related field.
  • 2+ years of previous experience in a supervisory or leadership role in customer service or a related field.
  • Proficiency in Microsoft Office and CRM software.
  • Knowledge of WFM applications, tools, and processes.
  • Experience with large-scale contact centers, global operating environments, or eCommerce/Tech.

What We Offer

  • A comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.
  • Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
  • A vibrant team environment that fosters camaraderie and collaboration.

About Us

StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. 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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