GCS Incident Response Specialist
Atlanta, GA
StubHub – Customer Success /
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 of people 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.
In this role, we are looking for someone who displays strong decision-making skills and an acute attention to detail. The Incident Response Coordinator is a critical role in addressing immediate large scale communication needs to reduce contacts in our Global Customer Service organization. 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
- Monitor and manage global event-level issues, providing timely responses and resolutions.
- Respond to employee inquiries via chat, email, and internal reports, ensuring high-quality support.
- Review and assess events potentially impacted by weather, issuing timely notifications to customers.
- Create and distribute content to internal and external customers.
- Collaborate cross-functionally to address ad-hoc customer communication requests.
- Maintain and update event listings and orders according to verified changes in ticket types.
- Communicate reported incidents at the event level, collaborating with stakeholders to determine next steps.
- Analyze contact volumes and business environment for potential issues, taking proactive measures as needed.
- Communicate changes in event dates and times to all affected customers.
- Identify and implement process improvements to enhance efficiency and effectiveness.
- Proactively identify improvement opportunities, partner with business units to execute tests, measure results, and lead change initiatives.
- Ensure required schedule coverage as per business needs.
Who You Are
- Communication: Exceptional written, verbal, and interpersonal communication skills, adept at communicating with all levels of the organization effectively and clearly.
- Problem Solving: Enthusiastic problem solver comfortable with ambiguity, adept at finding creative solutions.
- Attention to Detail: Strong attention to detail, ensuring work is completed with the highest level of accuracy.
- Self-Motivation: Highly self-motivated, dedicated to delivering impactful work consistently, even in a rapidly changing industry landscape
What You've Done
- BA or BS degree or relevant experience preferred.
- 1-2 years of experience in reporting, analytics or customer service.
- Ability to create and execute queries using SQL a strong plus.
- Intermediate to advanced Microsoft Excel.
- Advanced communication skills particularly in written content
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.
