Customer Experience CIRT Analyst

THE ROLE:The Communications and Incident Response (CIRT) team is a single point of communication and ownership within CE for inbound announcements and changes at the event, genre or site-level. As a CIRT analyst, you will be responsible for assessing each situation, making a decision that is best for StubHub and our customers and then taking action. This role requires the ability to prioritize tasks and act with appropriate urgency. The communications deployed internally and externally will reduce friction, prevent contacts, reduce “Make it Right” (MIR) Spend and improve customer experiences.
PRIMARY JOB RESPONSIBILITIES:● Monitor, manage and respond to event level issues● Respond to questions and requests coming from employees via chat, email, and internal reports● Review events that could be/will be impacted by weather and send notifications to customers● Generate content to be sent to internal and external customers● Work cross-functionally to process ad-hoc requests to communicate to groups of customers● Update listings and orders based on verified changes to ticket types● Communicate reported incidents at an event level, engage with stakeholders on next steps● Review contact volumes and potential issues in the business environment● Communicate event date and time changes to all impacted customers for events happening each day● Proactively identify and implement process improvements
REQUIRED QUALIFICATIONS:● BA or BS degree or relevant experience● 1-2 years of experience in reporting, analytics or customer service● Ability to create and execute queries using SQL a strong plus● Intermediate to advanced Microsoft Excel● Advanced communication skills particularly in written content● Experience with creating professional written communication a strong plus● Ability to juggle multiple requests and projects at a time● Comfort working in a fast-paced environment and a changing industry landscape● Knowledge of the ticketing industry and relationship between venues, performers, teams, and ticketing providers● Experience working in customer service environment helpful
CHARACTERISTICS:● Excellent written, verbal and social communication skills with the ability to communicate and deal with all levels in the organization in a clear, timely and effective manner● Outstanding organizational and time-management skills● Ability to prioritize tasks and flawlessly execute with urgency● Excellent attention to detail and work with the highest level of accuracy● Thorough knowledge of computer systems and IT components● Proven ability to work productively and efficiently in an independent setting● Ability to thrive in a cross-functional environment while juggling multiple responsibilities● Strong promoter of diversity and inclusion as a natural way of conducting business● Passion for problem-solving and comfort with ambiguity.About us:
StubHub is on a mission to give the world the freedom to connect to powerful live experiences no matter where they are, whenever they want. Whether it's Harry Styles, the Yankees, Billie Eilish or Real Madrid, we're here to give fans the access to the live entertainment they love. That means we must power the destination for every type of live event fan to unlock the transformative live experience that’s right for them. We are their ticket to unforgettable memories – the crack of the bat, the first guitar chord or drum tap, the roar of the crowd at the championship winning goal, the joke that makes their belly ache from laughter. To do this, we must have the most premiere industry partnerships that deliver more seamless integrated solutions and aggregate the widest event catalogue, know our customers to design more personalized discovery of that very catalogue and get that fan into the event of their dreams so they keep coming back. Daily innovation is at the crux of how we do this and a passionate team that rigorously prioritizes the most results-oriented work they can deliver is what gets it done and keeps us leading the industry.
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.