GCS Sr Supervisor, Managed Account

Overview

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 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.

• Lead and mentor a team of account specialists to exceed performance targets and deliver exceptional service to top brokers.
• Monitor and analyze team performance metrics, including quality of interactions, broker satisfaction, and adherence to response and resolution service levels.
• Provide comprehensive feedback and performance evaluations to team members, identifying areas for improvement and implementing targeted development initiatives.
• Address escalated broker inquiries and complaints with urgency and professionalism, ensuring timely resolution and satisfaction.
• Collaborate cross-functionally to implement process improvements and enhance the overall top brokers’ experience.
• Conduct regular team meetings to communicate goals, initiatives, and performance expectations, fostering a culture of accountability and continuous improvement.
• Foster a culture of accountability, teamwork, and continuous improvement within the broker team.
• Additional duties as assigned.

• Advanced Leadership - Ability to inspire, motivate, and empower team members to achieve performance targets and deliver exceptional service.
• Performance Management - Extensive experience in setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.
• Effective Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization.
• Strategic Problem-Solving - Strong analytical and problem-solving skills to identify root causes of issues and implement effective solutions.
• Collaborative Relationship Building - Cultivates strong relationships with brokers, team members, and stakeholders to drive collaboration, innovation, and continuous improvement.
• Team Development - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement, growth, and accountability.
• Adaptability - Ability to adapt to changing priorities and business needs in a fast-paced environment, driving results through flexibility and resilience.
• Resilience - Maintains composure and professionalism under pressure, with the ability to handle challenging situations with grace.
• Decision Making - Makes informed decisions based on data analysis, brokers feedback, and organizational objectives.
• Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.

• Minimum of 4 years of experience in customer service
• Minimum of 2 years of experience in a supervisory or leadership role in customer service or high-value accounts related industry.
• Advanced problem-solving abilities and confidence in navigating complex issues with strategic insight.
• Excellent verbal and written communication skills, with the ability to effectively communicate across multiple organizational levels.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience working in a performance-driven culture is a plus.
• Certification in customer service or relevant training programs is desirable.
• Proficiency in Microsoft Office and CRM…