Fulfillment Operations Agents
Atlanta, GA
StubHub – Operations /
Full-Time /
On-site
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 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 worldwide.
StubHub is growing and looking for people who want to help us shape how millions buy, sell, connect, and experience live events worldwide. 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. This posting is for both a Marketplace Investigation Agent or a Chargeback Analyst.
The Fulfillment team is essential to ensure fulfillment on site is accurate and aligned with company priorities. The Fulfillment team is responsible for Integrations,Mobile Transfer Tracking and Tracked Transfer troubleshooting,which are important to the stability of the site and a good customer experience.
In this role, we are looking for someone who has high attention to detail, strong written communication, knowledge of the mobile transfer process on multiple platforms and the ability to work in a fast-paced environment. Our main goal is to drive down spending by ensuring our buyers successfully receive their tickets for the event.
About The Team
StubHub's Transaction Operations team is an organization comprised of multiple teams that are responsible for everything that happens from the moment you try to purchase a ticket to when you go to the event. Our teams help ensure that buyers can transact safely on our platform, that they receive their tickets successfully once they click ‘buy’ and are able to go enjoy their event.
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
- Interact with customers over email and outbound phone calls, where needed.
- Educate customers on mobile transfer process and StubHub policies.
- Troubleshoot mobile transfer issues including re-transferring tickets, app downloads and general troubleshooting.
- Manages incoming mobile transfers on multiple external accounts including Ticketmaster, AXS, Seat Geek, Live Nation etc.
- Manages a queue in Customer Service Tool to ensure cases are resolved in a timely manner.
- Investigating cases to ensure the correct tickets are transferred to the right buyer.
- Providing feedback on mobile transfer processes to help improve the customer experience.
- Chat with frontline customer service agents to troubleshoot orders.
- Run reporting through SQL, for queue management.
What You've Done
- 1 years of experience in a high-volume call center preferred
- High School Diploma required
- Flexible, adaptable, and able to autonomously handle various tasks with short turn-around times
- Maintains high-level of confidentiality
- Proficient computer skills, particularly with Microsoft Office; ability to pick up, learn, and adapt tonew technology
- Must be comfortable working in a fast paced, stressful environment
Who You Are
- Analytical Thinking: Knowledge of Investigations and attention to detail.
- Communication: Communicates clearly and succinctly (verbal and written) in a variety of settings and styles
- Technical Skills: Knowledge of the mobile transfer process on multiple platforms.
- Customer Focus: The commitment to understanding and meeting the needs of customers
- Time Management: Ability to work in a fast-paced environment with multiple tools.
What We Offer
- 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 for celebrating your professional and personal growth.
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 for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action.
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.
