Global Customer Success, Executive Customer Care Specialist

Stubhub - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

Administrative and Support Services

About the position

The Executive Customer Care Specialist at StubHub plays a crucial role in managing high-level executive inquiries and social media interactions. This position focuses on resolving escalated customer issues with urgency and professionalism while acting as a brand ambassador. The specialist will work to enhance customer experiences by addressing systemic problems and ensuring effective communication across various platforms.

Responsibilities

• Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions.
• Tackle complex issues including Attorney General inquiries, concierge escalations, and consumer complaint platform escalations with professionalism and precision.
• Communicate difficult messages with empathy, effectively de-escalating challenging situations.
• Collaborate with cross-functional teams to implement improvements based on issue analysis, enhancing executive customer experiences.
• Maintain meticulous records of interactions and resolutions to track trends and outcomes.
• Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism.
• Utilize thorough research to resolve customer issues, aiming to provide a first-contact resolution whenever possible.
• Monitor and moderate online community discussions to maintain respectful and relevant interactions.
• Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.
• Create and update community articles that serve as a comprehensive resource for customers.

Requirements

• 2+ years of customer service experience required.
• 1+ year(s) experience handling executive customer escalations concerns preferred.
• Solid understanding of the social media landscape (e.g., Facebook, Twitter, Instagram, Snapchat, TikTok).
• Prior experience supporting social media platforms preferred.

Nice-to-haves

• Experience in data-driven decision making.
• Proven ability in proactive problem-solving and strategic communication.
• Technical proficiency in navigating social media platforms and CRM systems.

Benefits

• Accelerated Growth Environment
• Top Tier Compensation Package
• Generous Paid Time Off
• Comprehensive Benefits Package including 401k and premium Health, Vision, and Dental Insurance options
• Team-Building Events