GCS Executive Customer Care Supervisor

What You'll Do

• Lead, mentor, and coach a high-performing team of customer care representatives to consistently exceed service and performance targets.
• Monitor and analyze team metrics, including customer satisfaction (CSAT), service-level agreements (SLAs), and contact quality, implementing improvement initiatives as needed.
• Resolve escalated customer issues (executive level) with a focus on timely resolution and customer satisfaction.
• Partner with cross-functional teams to optimize processes, drive operational efficiency, and enhance the overall customer journey.
• Maintain accurate and up-to-date records of customer interactions, feedback, and resolutions in the company CRM system.
• Congduct regular team meetings to communicate objectives, share insights, and reinforce performance expectations.
• Foster a culture of accountability, collaboration, and continuous development within the customer care organization.
• Support agent growth through structured coaching, personalized feedback, goal setting, and professional development planning.

Who You Are

• Adaptability & Agility: Manages a specialized team operating across multiple high sensitivity verticals — legal, executive escalations, social care, media, and government relations — by quickly reprioritizing workloads, reallocating resources, and adjusting response strategies as case urgency, public visibility, or regulatory timelines shift.
• Maintains team stability and performance quality even when handling simultaneous, competing, high-stakes situations.
• Customer-First Focus: Ensures all cases—regardless of complexity or sensitivity—are handled with consistency, urgency, and care, balancing compliance requirements with a strong focus on customer outcomes.
• Data-Driven Decision Making & Problem Solving: Analyzes cases trends, escalation patterns, and performance metrics to identify risks, close gaps, and drive proactive improvements, while keeping leadership informed.
• Effective Communication: Leads a team that produces high-stakes written and verbal communications — including legal responses, executive correspondence, public social replies, media statements, and government submissions. Sets clear quality standards, reviews critical outputs, and ensures every communication is accurate, on-brand, compliant, and appropriately calibrated for its audience and channel.

What You've Done

• 3+ years of experience in customer service or a related field.
• 1+ years of supervisory or leadership experience in customer service.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office and CRM systems.
• Ability to multitask, prioritize, and perform in a performance-driven culture.
• Certifications or formal training in customer service or leadership development are a plus.

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 to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.