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Full-time
401k, Health Insurance, Vision Insurance, Dental Insurance, Paid Time Off, Paid Parental Leave
Posted 11d ago
~40 hrs/week
Responsibilities
Lead and coach a global customer care team to exceed performance targets and resolve high-level executive escalations. Partner with cross-functional teams to optimize operational efficiency and enhance the overall customer journey.
Requirements
Requires over 3 years of customer service experience with at least 1 year in a supervisory role. Candidates must be proficient in CRM systems and possess strong communication skills to handle high-stakes correspondence.
Full job description
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.
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 experience in customer service or a related field.
1+ years of supervisory or leadership experience in customer service.
Strong verbal and written communication skills.
Proficiency in Microsoft Office and CRM systems.
Ability to multitask, prioritize, and perform in a performance-driven culture.
Certifications or formal training in customer service or leadership development are a plus.
What We Offer:
Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
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.
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.
Base Range
$65,000—$65,000 USD
About Us
StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.
For California Residents: California Job Applicant Privacy Notice found here
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.
At StubHub, our mission is to give everyone the freedom to access and connect through live experiences. As the world's leading live event marketplace, we connect fans, sellers, and partners globally, providing access to an expansive catalog of events across more than 90 countries and territories.
In 2024 alone, fans purchased over 40 million tickets from more than 1 million unique sellers on our marketplace. Operating in 33 languages and offering transactions in 48 currencies, StubHub ensures that fans everywhere can discover and attend events seamlessly, no matter their location.
From sports and music to comedy, dance, festivals, and theater, we enable fans to access unforgettable experiences worldwide. Our trusted and secure platform guarantees a zero-breakage ticket-buying experience, supported by advanced pricing intelligence for fair and transparent ticketing.
StubHub is redefining live entertainment through consumer-focused products, omnichannel marketing excellence, and unparalleled global selection. Ready to shape the future of live entertainment?
Offices: New York, NY 10007, US · Santa Monica, California, US · Limerick, Ireland, IE · Geneva, Switzerland, CH · Taipei, Taiwan, TW
How much do Management & Leadership jobs in Georgia pay?
Based on 4025 listings with disclosed salaries, most management & leadership jobs in Georgia pay between $68k–$189k per year. Individual offers vary with seniority, company size, and specialization.
How many Management & Leadership jobs are open in Georgia right now?
There are currently 17,711 open management & leadership positions in Georgia listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Management & Leadership roles in Georgia?
Companies currently hiring include Domino's, PruittHealth, Emory Healthcare, Truist, The Home Depot, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Management & Leadership jobs in Georgia?
Yes — 3532 of the 17711 open management & leadership positions offer remote or hybrid work (1105 remote, 2427 hybrid).
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