GCS Senior Managed Account 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 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 Global Customer Service Senior Managed Account Supervisor oversees the daily operations of the Broker Managed Account team, ensuring adherence to quality standards and driving operational excellence in the service support provided to our high-value broker accounts. 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 focusing on broker satisfaction with the goal of strengthening existing business relationships, maintaining the company’s reputation and increasing loyalty.
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 account specialists to exceed performance targets and deliver exceptional service to top brokers.
• Monitor and analyze team performance metrics, including quality of interactions, broker satisfaction, and adherence to response and resolution service levels.
• Provide comprehensive feedback and performance evaluations to team members, identifying areas for improvement and implementing targeted development initiatives.
• Address escalated broker inquiries and complaints with urgency and professionalism, ensuring timely resolution and satisfaction.
• Collaborate cross-functionally to implement process improvements and enhance the overall top brokers’ experience.
• 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 broker 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.
• Collaborative Relationship Building - Cultivates strong relationships with brokers, team members, and stakeholders to drive collaboration, innovation, and continuous improvement.
• 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.
• Resilience - Maintains composure and professionalism under pressure, with the ability to handle challenging situations with grace.
• Decision Making - Makes informed decisions based on data analysis, brokers feedback, and organizational objectives.
• Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.

What You've Done

• Minimum of 4 years of experience in customer service.
• Minimum of 2 years of experience in a supervisory or leadership role in customer service or high-value accounts related industry.
• Advanced problem-solving abilities and confidence in navigating complex issues with strategic insight.
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