GCS Executive Customer Care Specialist 1

About the role

As an Executive Customer Care and Social Media Specialist at StubHub, you will lead the resolution of high-level executive and social media inquiries with urgency and professionalism. This role requires exceptional communication skills and advanced problem-solving abilities to manage escalated customer complaints and real-time social media interactions. You will act as a brand ambassador, ensuring a positive customer experience while proactively identifying systemic issues. Your contributions will help StubHub be recognized as the best and most trusted customer experience brand in the world.

Responsibilities

• Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions.
• Tackle complex issues including Attorney General inquiries and concierge escalations with professionalism.
• Communicate difficult messages with empathy to de-escalate challenging situations.
• Collaborate with cross-functional teams to implement improvements based on issue analysis.
• Serve as a frontline ambassador on social media channels, addressing customer inquiries with enthusiasm.
• Utilize thorough research to resolve customer issues, aiming for first-contact resolution.
• Monitor and moderate online community discussions to maintain respectful interactions.
• Create and update community articles that serve as a resource for customers.

Requirements

• 2+ years of customer service experience is required.
• 1+ year(s) experience handling executive customer escalations concerns is preferred.
• A solid understanding of the social media landscape is necessary.
• Prior experience supporting social media platforms is preferred.

Benefits

Employees at StubHub may receive benefits such as health coverage, retirement savings options, and other perks typical of large technology and e-commerce companies, supporting both their professional growth and overall well-being.