StubHub · 1 month ago
GCS Senior Manager - Top Seller Support
Atlanta, Georgia, United States
Full-time
Onsite
Senior Level
$117K/yr - $127K/yr
5+ years expStubHub is on a mission to redefine the live event experience on a global scale. The Global Customer Service Senior Manager - Top Seller Support is responsible for overseeing the strategic direction and operations of the customer service department, leading a team to deliver exceptional service and drive performance results.
E-CommerceMarketplaceTicketing
Responsibilities
Develop and implement strategic initiatives to optimize departmental performance, enhance the customer experience, and achieve organizational goals
Lead and mentor a team of customer service managers and supervisors, providing guidance, support, and professional development opportunities
Set and monitor departmental KPIs and service level agreements, identifying areas for improvement and implementing strategies to drive performance excellence
Partner with analytics resources and leverage available data to identify trends and opportunities that increase resolution rates and reduce customer contacts
Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness
Ensure adherence to company policies and procedures, as well as compliance with regulatory requirements
Monitor industry trends and best practices to identify opportunities for innovation and service enhancements
Prepare and present regular reports on departmental performance, including key metrics, insights, and recommendations, to senior leadership
Foster a culture of accountability, collaboration, and continuous improvement within the customer service team
Additional duties as assigned
Qualification
Required
5+ years' experience in customer service-related industry preferred
4+ years of experience in a customer service leadership or a related role, with demonstrated success
Proven track record of leading teams to achieve and exceed performance targets
Demonstrated analytical skills, with comfortability extracting insights from data
Experience working in a performance-driven culture is a plus
Proficiency in Microsoft Office and CRM software
Certification in customer service management or relevant training programs is desirable
Ability to develop and implement strategic initiatives to achieve organizational goals and drive performance excellence
Ability to anticipate future challenges and opportunities and develop proactive strategies to address them
Experience leading organizational change initiatives and driving adoption of new processes and procedures
Demonstrated ability to set and monitor performance metrics and KPIs to drive continuous improvement and achieve results
Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization, including executives, department heads and external partners
Strong analytical and problem-solving skills to identify root causes of issues and develop effective solutions
Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability
Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions
Ability to thrive in a fast-paced and dynamic environment, with the flexibility to adapt to changing priorities and business needs
Benefits
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.
Equity
Paid parental leave
Comprehensive health benefits
Company
StubHub
StubHub is a ticket marketplace where users buy and sell tickets for sports, concerts, theater, and live events. It is a sub-organization of eBay.
1001-5000 employees
H1B Sponsorship
StubHub has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (35)
2024 (20)
2023 (20)
2022 (4)
2021 (4)
2020 (33)
Funding
Current Stage
Public CompanyTotal Funding
$59.23MKey Investors
ViagogoStephens GroupBEA Systems
2025-09-17IPO
2021-12-23Series Unknown· $39.63M
2021-09-08Acquired
Leadership Team
Connie James
Chief Financial Officer
Recent News
thefly.com
2026-01-03
Company data provided by crunchbase