GCS Executive Customer Care Supervisor

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

The Executive Customer Care Supervisor plays a pivotal leadership role in guiding and empowering our global customer care team. This position is responsible for delivering operational excellence, elevating the customer experience, and driving team performance across multiple markets. The ideal candidate brings a strong track record in supervisory leadership, performance management, and process optimization, combined with a passion for delivering exceptional service. 

This Full-Time position may require weekend, holiday, daytime, and/or evening hours.
The hours for this role will be Wednesday - Sunday, 2:30PM - 10:30PM.    This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration. 

What You'll Do:

• Lead, mentor, and coach a high-performing team of customer care representatives to consistently exceed service and performance targets. 
• Monitor and analyze team metrics, including customer satisfaction (CSAT), service-level agreements (SLAs), and contact quality, implementing improvement initiatives as needed. 
• Resolve escalated customer issues (executive level) with a focus on timely resolution and customer satisfaction. 
• Partner with cross-functional teams to optimize processes, drive operational efficiency, and enhance the overall customer journey. 
• Maintain accurate and up-to-date records of customer interactions, feedback, and resolutions in the company CRM system. 
• Conduct regular team meetings to communicate objectives, share insights, and reinforce performance expectations. 
• Foster a culture of accountability, collaboration, and continuous development within the customer care organization. 
• Support agent growth through structured coaching, personalized feedback, goal setting, and professional development planning. 
• Additional duties as assigned. 

Who You Are:

• Leadership: Inspire and empower team members to achieve strategic goals and deliver exceptional customer experiences. 
• Performance Management: Set, monitor, and analyze key performance indicators (KPIs) to drive continuous improvement and business results. 
• Communication: Demonstrate excellent verbal and written skills to convey clear, concise information across global teams. 
• Problem-Solving: Utilize analytical skills to identify challenges, determine root causes, and implement effective solutions. 
• Customer Focus: Champion a customer-centric mindset in all operational and strategic decisions. 
• Team Building: Cultivate a collaborative, inclusive environment that encourages engagement and accountability. 
• Adaptability: Thrive in a fast-paced, dynamic environment with shifting priorities. 
• Coaching & Development: Provide constructive feedback, mentor team members, and facilitate professional growth. 

What You've Done:

• 3+ years of experience in customer service or a related field. 
• 1+ years of supervisory or leadership experience in customer service. 
• Strong verbal and written communication skills. 
• Proficiency in Microsoft Office and CRM systems. 
• Ability to multitask, prioritize, and perform in a performance-driven culture. 
• Certifications or fo