GCS, Senior Supervisor - VIP

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 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 worldwide.
StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.
The Senior Customer Service Supervisor oversees the daily operations of the customer service team, ensuring adherence to quality standards and driving operational excellence. This role requires advanced leadership skills, effective communication abilities, and a proven track record of driving results. The ideal candidate will have significant experience in a supervisory role, with demonstrated success in enhancing team performance and fostering a positive work environment. 
This Full-Time position may require weekend, holiday, daytime, and/or evening hours.
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 and mentor a team of customer service representatives to exceed performance targets and deliver exceptional service to customers. 
• Monitor and analyze team performance metrics, including call quality, customer satisfaction scores, and adherence to service level agreements. 
• Provide comprehensive feedback and performance evaluations to team members, identifying areas for improvement and implementing targeted training initiatives. 
• Address escalated customer inquiries and complaints with urgency and professionalism, ensuring timely resolution and customer satisfaction. 
• Collaborate cross-functionally to implement process improvements and enhance the overall customer experience. 
• Maintain accurate records of customer interactions, feedback, and resolutions, utilizing the company's CRM system. 
• Conduct regular team meetings to communicate goals, initiatives, and performance expectations, fostering a culture of accountability and continuous improvement. 
• Foster a culture of accountability, teamwork, and continuous improvement within the customer service team. 

Who You Are

• Advanced Leadership - Ability to inspire, motivate, and empower team members to achieve performance targets and deliver exceptional service. 
• Performance Management - Extensive experience in setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.  
• Effective Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization. 
• Strategic Problem-Solving - Strong analytical and problem-solving skills to identify root causes of issues and implement effective solutions. 
• Customer-Centric Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions. 
• Team Development - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement, growth, and accountability. 
• Adaptability - Ability to adapt to changing priorities and business needs in a fast-paced environment, driving results through flexibility and resilience. 

What You've Done

• 4+ years experience in customer service or related role 
• 2 + years previous experience in a supervisory or leadership role in customer service or a related field. 
• Excellent verbal and written communication skills. 
• Proficiency in Microsoft Office and CRM software. 
• Ability to multitask and prioritize in a fast-paced environment. 
• Experience working in a performance-driven culture is a plus. 
• Certification in customer service or relevant training programs is desirable. 
• Proven Experience with VIP Clients or High Value Customers: Extensive experience in managing high-value or VIP customer accounts, demonstrating a deep understanding of personalized, white-glove service.
• Leadership in High-Pressure Environments: Strong track record of leading