GCS Incident Response Specialist

About the role

The GCS Incident Response Coordinator is a critical role in addressing immediate large scale communication needs to reduce contacts in our Global Customer Service organization. We aim to be recognized as the best and most trusted customer experience brand in the world!

Responsibilities

• Monitor and manage global event-level issues, providing timely responses and resolutions.
• Respond to employee inquiries via chat, email, and internal reports, ensuring high-quality support.
• Review and assess events potentially impacted by weather, issuing timely notifications to customers.
• Create and distribute content to internal and external customers.
• Collaborate cross-functionally to address ad-hoc customer communication requests.
• Maintain and update event listings and orders according to verified changes in ticket types.
• Communicate reported incidents at the event level, collaborating with stakeholders to determine next steps.
• Analyze contact volumes and business environment for potential issues, taking proactive measures as needed.
• Communicate changes in event dates and times to all affected customers.
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Proactively identify improvement opportunities, partner with business units to execute tests, measure results, and lead change initiatives.
• Ensure required schedule coverage as per business needs.

Qualifications

• Bachelor's degree or relevant experience preferred.
• 1-2 years of experience in reporting, analytics or customer service.
• Ability to create and execute queries using SQL a strong plus.
• Intermediate to advanced Microsoft Excel.
• Advanced communication skills particularly in written content.

What You're Like

• Communication: Exceptional written, verbal, and interpersonal communication skills, adept at communicating with all levels of the organization effectively and clearly.
• Problem Solving: Enthusiastic problem solver comfortable with ambiguity, adept at finding creative solutions.
• Attention to Detail: Strong attention to detail, ensuring work is completed with the highest level of accuracy.
• Self-Motivation: Highly self-motivated, dedicated to delivering impactful work consistently, even in a rapidly changing industry landscape.

What We Offer

• 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.

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.