Global Customer Service Supervisor

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world.

We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change.

If you are an entrepreneurial risk taker and ready to roll up your sleeves, youll thrive in our environment where the rewards are highly motivating.

Job Description :

As a Customer Service Supervisor, you will play a crucial role in leading and supporting our customer service team to exceed performance targets and deliver unparalleled service to our valued customers.

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring adherence to quality standards, and driving operational excellence.

Success in this role requires strong leadership skills, effective communication abilities, and a passion for delivering results.

The ideal candidate will have previous experience in a supervisory role, with a track record of driving performance improvements and fostering a positive team environment

Responsibilities :

• Supervise and coach a team of customer service representatives to achieve performance targets and deliver exceptional service to customers.
• Monitor team performance metrics, including contact and interaction quality, customer satisfaction scores, and adherence to service level agreements.
• Provide ongoing feedback and performance evaluations to team members, identifying areas for improvement and implementing training initiatives as needed.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
• Collaborate with cross-functional teams to implement process improvements and enhance the overall customer experience.
• Maintain accurate records of customer interactions, feedback, and resolutions in the company's CRM system.
• Conduct regular team meetings to communicate goals, initiatives, and performance expectations.
• Foster a culture of accountability, teamwork, and continuous improvement within the customer service team.
• Oversee the growth and performance of agents through mentoring and performance management.
• Provide personalized guidance and feedback, through goal setting, and facilitating individual development plans.

Competencies :

• Leadership - Ability to inspire, motivate, and empower team members to achieve performance targets and deliver exceptional service.
• Performance Management - Experience in setting and monitoring performance metrics and KPIs to drive continuous improvement and achieve organizational goals.
• Communication - Excellent verbal and written communication skills to convey information clearly and effectively across all levels of the organization.
• Problem-Solving - Strong analytical and problem-solving skills to identify root causes of issues and implement effective solutions.
• Customer Focus - Commitment to prioritizing the needs and satisfaction of customers in all decision-making and actions.
• Team Building - Skill in building and fostering a collaborative and inclusive team environment that promotes engagement and accountability.
• Adaptability - Ability to adapt to changing priorities and business needs in a fast-paced environment.
• Coaching and Development - Experience in providing constructive feedback, coaching team members to improve performance, and supporting their professional growth and development.

Position Type and Expected Hours of Work :

This is a Full-Time position which may require weekend, holiday, daytime, and / or evening hours.

This role will require working in office 3 days per week to ensure cross functional collaboration.

Preferred Education and Experience :

• 3 years experience in customer service or related role
• 1 years previous experience in a supervisory or leadership role in customer service or a related field.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office and CRM software.
• Experience working in a performance-driven culture is a plus.
• Certification in customer service or relevant training programs is desirable.

Compensation :

Base : $58,500 / year EXEMPT

Last updated : 2024-08-29