GCS Executive Customer Care Supervisor

GCS Executive Customer Care Supervisor

Atlanta, Georgia, United States

Stub Hub 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 Stub Hub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

The Executive Customer Care Supervisor plays a pivotal leadership role in guiding and empowering our global customer care team. This position is responsible for delivering operational excellence, elevating the customer experience, and driving team performance across multiple markets. The ideal candidate brings a strong track record in supervisory leadership, performance management, and process optimization, combined with a passion for delivering exceptional service.

This Full-Time position will require weekend, holiday, daytime, and/or evening hours. The hours for this role will be Wednesday - Sunday, 2:30PM - 10:30PM. 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, mentor, and coach a high-performing team of customer care representatives to consistently exceed service and performance targets.
• Monitor and analyze team metrics, including customer satisfaction (CSAT), service-level agreements (SLAs), and contact quality, implementing improvement initiatives as needed.
• Resolve escalated customer issues (executive level) with a focus on timely resolution and customer satisfaction.
• Partner with cross-functional teams to optimize processes, drive operational efficiency, and enhance the overall customer journey.
• Maintain accurate and up-to-date records of customer interactions, feedback, and resolutions in the company CRM system.
• Conduct regular team meetings to communicate objectives, share insights, and reinforce performance expectations.
• Foster a culture of accountability, collaboration, and continuous development within the customer care organization.
• Support agent growth through structured coaching, personalized feedback, goal setting, and professional development planning.
• Additional duties as assigned.

Who You Are:

• Adaptability & Agility: Manages a specialized team operating across multiple high sensitivity verticals — legal, executive escalations, social care, media, and government relations — by quickly reprioritizing workloads, reallocating resources, and adjusting response strategies as case urgency, public visibility, or regulatory timelines shift. Maintains team stability and performance quality even when handling simultaneous, competing, high-stakes situations.
• Customer-First Focus: Ensures all cases—regardless of complexity or sensitivity—are handled with consistency, urgency, and care, balancing compliance requirements with a strong focus on customer outcomes.
• Data-Driven Decision Making & Problem Solving: Analyzes cases trends, escalation patterns, and performance metrics to identify risks, close gaps, and drive proactive improvements, while keeping leadership informed.
• Effective Communication: Leads a team that produces high-stakes written and verbal communications — including legal responses, executive correspondence, public social replies, media statements, and government submissions. Sets clear quality standards, reviews critical outputs, and ensures every communication is accurate, on-brand, compliant, and appropriately calibrated for its audience and channel.
• Openness & Willingness to Learn: Stays current on regulatory, policy, and platform changes, strengthening team capability through ongoing training, knowledge-sharing, and process updates.
• People-First Leadership: Fosters a supportive, high-trust environment by prioritizing team well-being, workload balance, and development, enabling strong performance in high pressure situations.

What You've Done:

• 3+ years of…