GCS Managed Account Specialist

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.

Job Description:

As a Global Customer Service Managed Account Specialist, you will deliver exceptional support to StubHub’s high-value top broker sellers by utilizing superior communication skills and etiquette. In this role, you will demonstrate advanced expertise in broker tools, event ticketing industry knowledge and POS systems to ultimately resolve complex account and order issues. Success in this role requires you to take full ownership of brokers’ concerns and efficiently navigate obstacles to achieve prompt resolutions.

Responsibilities:

• Broker Relationship Management: Serve as the primary point of contact for high-value brokers via email, demonstrating ownership and a deep commitment to resolving their inquiries and complaints. Foster strong, trust-based relationships by maintaining professionalism, empathy, and diplomacy in all communications, even during challenging situations. (Note: Support is currently provided exclusively via email, with plans to open phone lines in the future.)
• Expertise and Communication: Leverage deep industry knowledge and expertise in broker tools, company products, services, and policies to provide accurate and timely guidance. Communicate clearly and effectively with brokers, team members, and management, ensuring that decisions and resolutions are well understood.
• Problem Solving and Continuous Improvement: Apply analytical skills to investigate the root causes of broker inquiries, collaborating with leadership and relevant departments to implement process improvements. Provide actionable insights based on contact trends to prevent future issues and enhance the broker's experience.
• Complex Issue Resolution: Handle complex account and order troubleshooting, particularly those involving Inventory Manager issues, ensuring brokers receive prompt and accurate solutions.
• Policy Compliance and Decision Making: Make informed, policy-driven decisions regarding broker issues, ensuring all actions are thoroughly documented. Prioritize tasks effectively, manage time efficiently, and maintain a high level of productivity to meet performance targets.
• Resilience and Adaptability: Maintain composure and professionalism under pressure, demonstrating flexibility in adapting to changing priorities and business needs. Cultivate collaborative relationships with team members and stakeholders, contributing to innovation and continuous improvement.
• Attention to Detail and Proactive Ownership: Exhibit meticulous attention to detail in handling broker inquiries, ensuring accuracy and reinforcing trust. Take initiative in managing responsibilities, providing regular updates, and ensuring tasks are completed on time, further strengthening broker relationships
• Additional duties as assigned.

Preferred Education and Experience:

• Advanced problem-solving abilities and confidence in navigating complex issues with strategic insight.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Demonstrated experience in providing exceptional support through ownership and timely follow-through.
• Internal knowledge of our Buyer and Seller Support policies, processes, and procedures.
• Excellent verbal and written communication skills, with the ability to effectively communicate across multiple organizational levels.
• Proficiency in Microsoft Office and CRM software.

Position Type and Expected Hours of Work:

• This is a full-time position working day shifts on weekdays. Occasional weekend or evening shifts may be necessary to accommodate peak operational demands. This role will require working in-office 3 days per week to ensure cross functional collaboration.
• Shift pattern: 9am-6pm and Monday to Friday