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StubHub is seeking an Executive Customer Care Specialist to manage high-level customer escalations and social media inquiries with professionalism and strategic insight. This full-time role combines executive customer care with social media community management, requiring exemplary communication skills and advanced problem-solving capabilities.
In the Executive Care function, you will handle escalated inquiries from high-ranking executives, Attorney General complaints, concierge escalations, and consumer complaint platform cases. You'll communicate difficult messages with empathy, de-escalate challenging situations, collaborate with cross-functional teams to implement improvements, and maintain detailed records to track trends and outcomes.
For Social Media, you'll serve as a frontline brand ambassador across social channels, swiftly addressing customer inquiries and concerns while maintaining a positive, professional presence aligned with company values. You'll conduct thorough research to resolve issues at first contact, moderate online discussions, provide expert-level product and policy guidance, and create community articles as customer resources.
You are data-driven, proactively identifying root causes of complex issues and implementing preventive solutions. You communicate strategically with customers, team members, and management, maintain meticulous attention to detail, and display deep empathy when handling sensitive escalations. You're technically proficient with social media platforms and CRM systems, and adaptable to changing priorities in a dynamic environment.
The role requires 2+ years of customer service experience and 1+ year of social media or community management experience. Initial schedule is Tuesday–Saturday, 2:00 PM–10:30 PM. The position begins as in-office 5 days per week for 3–6 months, then transitions to 3 days per week to support cross-functional collaboration.
