Disputes & Education Specialist

Stub Hub 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 Stub Hub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

Stub Hub is the world’s largest marketplace for live event tickets, serving millions of fans across 150+ countries. We are an innovative e-commerce leader, powered by cutting-edge technology and a vibrant, diverse team. Our culture thrives on collaboration, continuous learning, and empowering employees to take ownership of their careers.

About the role:

We are seeking a Disputes & Education Specialist to join our Seller Operations Team, playing a pivotal role in protecting marketplace integrity, improving seller performance, and directly impacting the company’s bottom line.

This is more than a case resolution role — every decision you make will carry tangible financial implications, from preventing revenue leakage to recovering lost value and ensuring compliance that safeguards marketplace profitability. You will proactively shape seller behaviour, implement education strategies that prevent future disputes, and influence operational processes that drive measurable business results.

• Strategic Seller
  
  Education:
  
  Design and deliver targeted education to sellers, driving improved performance, reducing disputes, and increasing compliance rates — resulting in reduced revenue risk.
• Financially Impactful Decision-Making: Assess disputes and make decisions that balance fairness, compliance, and the protection of company revenue.
• Dispute Resolution Excellence: Resolve disputes with precision, consistency, and fairness while maintaining a constructive seller experience and minimizing financial loss.
• Policy Interpretation & Communication: Translate complex policies into clear, actionable steps, ensuring sellers understand expectations and best practices.
• Performance Recovery: Identify underperforming or at-risk sellers and implement tailored recovery plans that restore seller performance and protect marketplace earnings.
• Data-Driven Insights: Analyse seller trends to identify recurring issues, recommend preventive actions, and influence process improvements with measurable $ impact.
• Cross-Functional Collaboration: Partner with product, compliance, and customer service teams to share seller insights, enhance tools, and streamline processes that protect profitability.
• Operational Efficiency: Manage dispute workflows using multiple systems, ensuring accuracy, timeliness, and adherence to KPIs.
• Seller Relationship Management: Build trust-based relationships through consistent, respectful, and solution-oriented communication.
• Change Leadership: Adapt quickly to evolving policies and processes, championing improvements that enhance the seller and buyer experience while optimizing financial outcomes.
• Additional duties as assigned.
• Analytical Thinking: Ability to spot patterns, identify root causes, and develop proactive solutions with a direct business impact.
• Influential Communication: Skilled at simplifying complex rules and guiding sellers toward lasting improvement.
• Ownership Mindset: Takes initiative, follows through, and consistently delivers measurable results.
• Problem-Solving Agility: Navigates challenging cases with sound judgment and creativity to balance compliance with revenue protection.
• Relationship Building: Builds rapport and trust, especially with at-risk sellers, through constructive engagement.
• Time Management: Balances dispute resolution efficiency with impactful coaching.
• Team
  
  Collaboration:
  
  Works seamlessly with colleagues to align strategies and share insights.
• Policy-Driven Mindset: Applies rules consistently while using them as a foundation for positive change.
• Results Orientation: Focused on measurable improvement in seller performance and marketplace outcomes.