GCS Incident Response 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.

StubHub is growing and looking for passionate individuals who want to shape how millions of fans connect with live events worldwide. As we build a world-class customer experience, we value trust, inclusion, ownership, and a culture of operational excellence. 

We are seeking a dedicated and proactive Incident Response Supervisor to support the day-to-day operations of our Customer Incident Response Team (CIRT). This role is essential to maintaining high-quality incident resolution, supporting team development, and coordinating with global partners. The Supervisor will also play a critical role in Major Event readiness and mitigation, partnering with cross-functional teams to identify risks, prevent escalations, and ensure seamless experiences for our customers. 

What You'll Do:

• Supervise, coach, manage, and support a team of Incident Response Specialists ensuring high standards of performance, efficient and effective operations, escalation handling, and incident response.  
• Act as the first point of escalation for real-time operational issues and facilitate timely, structured resolutions in collaboration with other support functions. 
• Provide hands-on support and guidance to develop team members' skills and decision-making abilities in issue resolution. 
• Lead and support Major Event readiness efforts by coordinating with Spec Ops, EDM, Event Owners, and Knowledge Management to ensure proactive mitigation, knowledge dissemination, and customer notification. 
• Lead and support Major Event readiness efforts by coordinating with internal departments and key stakeholders such as Spec Ops, EDM, Event Owners, Knowledge Management, Product, Engineering, Customer Service leadership (e.g., GCSLT), and other to ensure proactive mitigation, knowledge dissemination, and customer notification 
• Monitor performance dashboards, task queues, and operational workflows; Audit and coach team members to maintain the highest quality standards, ensuring consistent performance excellence. 
• Manage ongoing reports, interpret contact trends, identify root causes, and contribute to performance improvement efforts. Ensure timely flagging and mitigation of high-risk issues during both BAU and major events. 
• Provide feedback for the creation and review of internal knowledge articles for major events and known issues. 
• Assist in the documentation, execution, and improvement of playbooks and mitigation strategies for recurring event issues. 
• Foster strong communication and alignment between geographically dispersed team members, including coordination across Limerick and Atlanta. 
• Champion a proactive culture of incident prevention, root cause analysis, and continuous improvement. 
• Execute ad-hoc requests as needed. 

What You've Done:

• 2–4 years of experience in customer service or incident response environments. 
• 2+ years of people leadership experience, preferably in a fast-paced or global support setting. 
• Experience managing real-time or high-severity issues is a strong plus. 
• Demonstrated ability to collaborate across time zones and functions. 
• Basic familiarity with dashboards (e.g., Salesforce, Hex), escalation protocols, and customer service tooling. 
• SQL experience strongly preferred. 
• Excellent interpersonal and w