Looking for a company that inspires passion, courage and fan connection, where you can be part of the team shaping the future of Live experiences? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a culture driven community that is dedicated to creating an ambitious and inclusive workplace, join StubHub – a company you can be proud to be a part of. Where our StubHub Culture is second to none. We are inspired to be, Owners, Fan First, Driven, Inventive, Courageous, Diverse and Inclusive. These values bring out the very best in us daily and allow us to give exceptional service to our Fans and to our staff. The candidate must have the ability to hone these valuers to create an atmosphere of trust, connection and unity within the team to drive excellence, with a focus on customer satisfaction, resolution and providing an exclusive experience that our Customers will love.
This opportunity will temporarily be remote until the on-site location in Draper, UT is ready for employees to return.
The Social Care Expert acts as StubHub’s frontline brand manager by interacting with customers and fans in real time across various social media channels. The Social Care Expert acts as a liaison across the internet, participating in minute-by-minute conversations, answering questions, offering solutions and sparking conversation – while maintaining a positive attitude and great sense of humor.
Resolve customer issues in real time through various social media channels Work within the company community to moderate and keep the threads relevant and clean Research customer complaints and issues thoroughly to provide the best possible solution Consistently show sense of urgency by providing prompt response to customer inquiries Meet or exceed essential productivity goals around targeted response time as well as ASAT and QA Maintain record of daily productivity Provide essential feedback regarding escalation trends, opportunities, challenges, productivity and process improvement Assist with team projects that contribute to overall department service quality, training initiatives, etc. Attend and participate in weekly team meetings
Dedicated to meeting the expectations and requirements of internal and external customers Demonstrates customer service and product expertise Demonstrates problem solving ability and decision-making skills Is able to communicate clearly and succinctly in a variety of settings and styles Must have outstanding people-skills with a high level of empathy and courtesy that translates as positive and engaging in all written communication Comfortable taking the initiative to get things done without waiting for direction Demonstrate strong organization and multi-tasking skills Proficient computer skills: ability to pick learn and adapt to new technology Must be comfortable working in a fast-paced environment Must have strong grammar and spelling Strong attention to detail is critical
Position Type and Expected Hours of Work:
This is a full-time position, and the shift varies based on business need.
Internal applicants must show a 6 month, or longer, tenure in their current position. Completion of CS training is also required.
Preferred Education and Experience:
1+ year(s) experience working with escalated issues and customers, dealing with non-standard issues preferred (not exclusive to but preferably in a call center) 2+ years Customer Service experience required Prior experience with Social Media mediums a plus whether in Community or on Response – must have good understanding of social media landscape and appreciation for social media opportunities (Facebook, Twitter, Instagram, SnapChat, forums and ‘user voice’ surveys)
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StubHub is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected] We will make every effort to respond to your request for disability assistance as soon as possible.
For more information see:
EEO is the Law Poster
EEO is the Law Poster Supplement