Global Customer Success, Broker Representative

Position Overview

StubHub is on a mission to redefine the live event experience globally – whether it’s someone's first event or their hundredth. As a Customer Success Representative, you will be the first point of contact for our valued customers, providing exceptional service and resolving inquiries efficiently. You’ll thrive in a dynamic, fast-paced environment that celebrates performance and rewards initiative, supporting both individual ticket buyers and professional ticket sellers as part of our Global Customer Success - Broker Team.

This full-time, hybrid role requires flexibility with weekend, holiday, daytime, and/or evening hours. Initially, you will work in-office 5 days per week, transitioning later to 3 days per week to foster cross-functional collaboration. Shift schedules vary between Sunday – Thursday (10:00 AM – 6:30 PM) and Tuesday – Saturday (10:00 AM – 6:30 PM) after training.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat professionally and efficiently.
• Identify customer needs and provide immediate solutions while educating them to navigate and self-serve when possible.
• Meet and exceed individual and team performance targets for resolution rate, customer satisfaction, and response time.
• Maintain up-to-date knowledge of StubHub’s products, services, and policies.
• Collaborate with cross-functional teams to improve processes and optimize the customer experience.
• Demonstrate reliability, punctuality, and ownership in every assigned task.

Required Qualifications

• Proven customer service experience (1+ years preferred) with a deep understanding of customer needs.
• Excellent verbal and written communication skills with an articulate and empathetic approach.
• Proficiency in Microsoft Office, CRM software, and computer applications; ability to type at least 23 words per minute.
• Strong analytical, problem-solving, and multitasking skills; meticulous and organized in handling inquiries.
• Sound judgment in decision-making while adhering to company policies and procedures.

Preferred Qualifications

• Additional language proficiencies are preferred.
• Certification in customer service or completion of relevant training programs is desirable.

Benefits & Perks

• Top Tier Compensation Package: Enjoy a rewarding compensation structure that recognizes your contributions.
• Base Pay: $18 USD per hour (actual compensation may vary based on qualifications, skills, and experience).
• Comprehensive Benefits Package: Includes 401(k) and premium Health, Vision, and Dental Insurance options.
• Paid Time Off: Generous leave to help you recharge.
• Accelerated Growth Environment: Fast-track your career with continuous learning and development opportunities.
• Team-Building Events: Engage in activities that foster camaraderie and collaboration.