Global Customer Success Representative

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.

As a Customer Success Representative at StubHub, you will be our valued customers' first point of contact, providing exceptional service and resolving inquiries efficiently. This role requires a proactive mindset, excellent communication skills, and a passion for delivering results. You will be able to work in a dynamic, fast-paced environment where performance is celebrated and rewarded.  

About the team:

The Global Customer Success - Broker Team is plays a crucial role in managing and supporting professional ticket sellers. Our team is dedicated to ensuring a seamless and efficient experience for brokers by providing client support and ensuring success on our platform.

This full-time position may require weekend, holiday, daytime, and/or evening hours.

Hybrid environment: 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.   Shift Schedule: Once you have successfully completed training, you will be assigned to one of the following schedules:

• Sunday – Thursday: 10:00 AM – 6:30 PM
• Tuesday – Saturday: 10:00 AM – 6:30 PM

What You'll Do

• Handle inbound customer inquiries via phone, email, and chat professionally and efficiently.
• Identify customer needs and provide immediate solutions while educating customers to navigate and self-serve when possible.
• Meet and exceed individual and team performance targets for resolution rate, customer satisfaction, and response time.  
• Maintain up-to-date knowledge of products, services, and company policies.
• Collaborate with cross-functional teams to improve processes and optimize the customer experience. 
• Be friendly, reliable, and on-time, showing initiative and ownership across all assigned tasks. 

Who You Are

• Demonstrates a deep understanding of customer needs and strives to exceed expectations in every interaction.
• You are driven to achieve and surpass performance metrics and committed to delivering exceptional service and results.  
• An articulate, empathetic communicator who can convey information clearly and effectively across various channels.
• Analytical thinker who can identify issues, evaluate options, and implement effective solutions.
• Meticulous and thorough in handling customer inquiries and ensuring accuracy in all tasks.
• Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.
• Ability to navigate through computer programs with ease.
• Ability to exercise sound judgment in decision-making, consistently aligning actions with established company policies and procedures. 

What You've Done

• Proven experience in customer service or a related role (1+ years preferred)
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office and CRM software.
• Ability to type a minimum of 23 words per minute.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience working in a performance-driven culture is a plus.
• Proficiency in the English language required; additional language proficiencies preferred  
• Certification in customer service 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 collabor