GCS Buyer Tier 2 Sr. Supervisor

The Stubhub and viagogo group – the world’s largest source of live event tickets – is looking to hire ambitious and talented people to lead our Tier 2 Expert team. This is an exciting opportunity to join a fast-paced innovative environment with career growth and international travel opportunities.  The Tier 2 team is a fundamental team responsible for assisting our Frontline Global Buyer Experts with complex call inquiries via internal chat and support escalations by customers to supervisors. Through a culture of support and guidance, the Tier 2 Team works to encourage efficient resource utilization, assist in de-escalation, and resolve escalated matters directly with customers as needed. The Tier 2 Team supports our experts in delivering an accurate and timely resolution, consistently.  
The Tier 2 Supervisor position is a unique opportunity for someone with the skills and interest in growing with our Team as we expand and develop our offices. We are interested in someone who thrives as part of a team in a problem-solving and high-pressure environment and is eager to drive the team to the next level.   Responsibilities:  ·         Coach, supervise and support a team of 10-15 Tier 2 experts.  ·          Utilize data and structured approach to coach, motivate, and reward team members to promote strong KPI performance, quality and productivity.  ·          Proactively assess impacts to service levels, contact types and trends; provide constructive feedback and recommendations to leadership.  ·          Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same   ·         Encourage and promote accountability at all levels   ·         Actively work to remove barriers to experts' success   ·         Provide hands-on support and guidance to team members handling live escalations.  ·         Innovative mindset with the ability to identify process gaps and propose and implement solutions.  ·         Provide individual support through 1 on 1s to coach, develop, motivate as well as enhance and maintain relationships of trust and – cooperation ·         Encourage and promote decision-making and accountability at all levels ·         Prioritize other projects, reporting and tasks as assigned to support individual and team development.  ·         Effectively and efficiently operate in a dynamic, fast-paced environment      Skills and Attributes:·         Coaching: Strong ability to coach, motivate, inspire, and empower others to strive for excellence, implement change and support GCS Managers ·         Ownership - Hungry to take on responsibility, excelling at following up, providing updates proactively and proposing process improvements whenever applicable ·         Team Player - Adaptable, flexible, approachable and collaborative towards team goals and interests ·         Positive Attitude - A sense of humor and a positive “make-it-work” attitude ·         Resilience - Capability to handle stressful situations while dealing with customers in escalated scenarios ·         Time Management - Organized and reliable, being capable of prioritizing, working well under pressure to meet tight deadlines ·         Communication Skills - Outstanding written and oral communication skills ·         Organizational Skills - Ability to organize and handle the administrative workload with a good eye for details and accuracy ·         Results Driven - Strong work ethic with a "can-do" attitude and ability to create momentum based on goals ·         Data-Driven - Decision maker compelled by data ·         Quick Learner - Learning and adapting to new technologies and tools ·         Problem-Solving - Understanding complex scenarios, making decisions and suggesting appropriate answers/solutions according to available resources ·         People Skills - Excellent interpersonal skills, being capable of empathizing, communicating and resolving conflicts in an assertive way ·         Product Knowledge – Expert knowledge of internal tools and site functionality of StubHub and viagogo products and service  Position Type and Expected Hours of Work:  This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.     Preferred Education and Experience:   ·         2+years' experience as a Customer Service/Customer Experience Supervisor   ·         Demonstrated analytical skills, as well as strong verbal and written communication skills   ·         Demonstrated leadership and influential capabilities and ability to drive a positive culture    ·         Proficient in functional/technical skills; Internet applications, office applications, internal tools ·         Flexibility to travel internationally desirable 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 E