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 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 StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.
In this role, we are looking for a customer-first focused individual who is both detail-oriented and experienced in handling high-value accounts with professionalism and precision. As a VIP Relations Specialist at StubHub, you will play a crucial role in elevating our customer service offerings, specializing in high-value transactions that demand exceptional, white-glove service. You will proactively monitor and engage with VIP customers, ensuring that from beginning to end, their experience is seamless and exemplary. In this dynamic, fast-paced environment, your ability to deliver outstanding results will be key to driving success. We aim to be recognized as the best and most trusted customer experience brand in the world!
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
- Provide prompt, professional, and courteous assistance to customers via multiple communication channels (phone, email, chat) regarding high dollar transactions, ensuring a high level of satisfaction and resolution.
- Guide customers through the transaction processes, offering step-by-step support and troubleshooting.
- Proactively identify, investigate, and resolve customer issues or concerns related to high value transactions promptly and effectively, collaborating with relevant departments to ensure a quick resolution.
- Accurately document customer interactions and transactions, and generate reports to track trends, identify recurring issues, and suggest improvements for customer support processes.
- Proactively identify opportunities to enhance customer support procedures, streamline processes, and contribute to the improvement of customer experience within high value transactions.
- Build customer relationships to increase order value and future purchases from high value buyers.
What You've Done
- 2+ years of experience in customer service or a related role, with demonstrated success.
- Proven track record of achieving and exceeding performance targets and driving continuous improvement initiatives.
- Experience in managing accounts or providing specialized support in industries with high-value transactions, such as finance, luxury retail, or hospitality.
- Familiarity with the dynamic live event landscape, ticketing systems, and primary ticketing platforms.
- Proficiency in Microsoft Office and CRM software.
Who You Are
- Problem Solving: Utilizes analytical skills to dissect complex issues and make informed decisions that engineer long-term solutions based on data analysis, customer feedback, and organizational objectives to enhance customer satisfaction.
- Communication: Communicates effectively with team members, management, and stakeholders to convey ideas, provide guidance, and foster collaboration.
- Attention to Detail: Exhibits meticulous attention to detail in every customer interaction, ensuring precision in transaction processing and data management.
- Customer Advocate: Champions customer needs, ensuring that their concerns are prioritized and addressed promptly, fostering loyalty and long-term engagement.
- Relationship Building: Builds and maintains strong relationships with customers, team members, and stakeholders to drive engagement and loyalty.
- Technological Proficiency: Stays current with relevant technology and CRM platforms that enhance customer interaction and service delivery, ensuring efficiency and accuracy.
- Adaptability: Adapts quickly to changing priorities and business needs, demonstrating flexibility and resilience in a dynamic environment.
The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base pay is one component of StubHub’s total compensation and competitive benefits package, which includes 401(k), paid time off, paid parental leave, and comprehensive health benefits.