GCS Executive Customer Care Specialist

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.

There are 2 different shift schedules for this opening:

• Executive Care:
• Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions.
• Tackle complex issues including Attorney General inquiries, concierge escalations, and consumer complaint platform escalations with professionalism and precision.
• Communicate difficult messages with empathy, effectively de-escalating challenging situations.
• Collaborate with cross-functional teams to implement improvements based on issue analysis, enhancing executive customer experiences.
• Maintain meticulous records of interactions and resolutions to track trends and outcomes.
• Social Media:
• Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism while ensuring a positive, professional presence that aligns with the company's brand values.
• Utilize thorough research to resolve customer issues, aiming to provide a first-contact resolution whenever possible.
• Monitor and moderate online community discussions to maintain respectful and relevant interactions.
• Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.
• Create and update community articles that serve as a comprehensive resource for customers, providing them with a one-stop solution that reduces the need for direct inquiries.

• Data-Driven Decision Making
  :
  Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives.
• Proactive Problem-Solving: Utilizes advanced analytical skills to identify root causes of complex issues, anticipate future challenges, and implement proactive solutions to prevent escalations.
• Strategic Communication: Effectively conveys policy guidelines, decisioning, and resolutions to customers, team members, and management with a focus on strategic impact and long-term objectives.
• Attention to Detail and Quality: Ensures accuracy and quality in all aspects of escalated issue resolution, maintaining high standards of excellence and customer satisfaction.
• Empathy: Display deep empathy and patience, crucial for handling sensitive executive escalations and social media interactions.
• Technical Proficiency: Skilled in navigating social media platforms and CRM systems, with an understanding of social media platforms.
• Adaptability: Flexibly respond to changing priorities and maintain effectiveness in a dynamic environment.

• 2+ years of customer service experience required.
• 1+ year(s) experience handling executive customer escalations concerns preferred.
• Has a solid understanding of the social media landscape (e.g., Facebook, Twitter, Instagram, Snapchat, Tik Tok).
• Prior experience supporting social media platforms preferred.

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.
• Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere…