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StubHub is seeking an Executive Customer Care Supervisor to lead and empower the global customer care team from the Atlanta office. This is a full-time management role responsible for delivering operational excellence, elevating customer experience, and driving team performance across multiple markets.
Key Responsibilities:
- Lead, mentor, and coach a high-performing team of customer care representatives to exceed service and performance targets
- Monitor and analyze team metrics including customer satisfaction (CSAT), service-level agreements (SLAs), and contact quality, implementing improvement initiatives
- Resolve escalated customer issues at the executive level with focus on timely resolution and customer satisfaction
- Partner with cross-functional teams to optimize processes, drive operational efficiency, and enhance the overall customer journey
- Maintain accurate records of customer interactions, feedback, and resolutions in the company CRM system
- Conduct regular team meetings to communicate objectives, share insights, and reinforce performance expectations
- Foster a culture of accountability, collaboration, and continuous development within the customer care organization
- Support agent growth through structured coaching, personalized feedback, goal setting, and professional development planning
What We're Looking For:
- Strong supervisory leadership experience with a proven track record in performance management and process optimization
- Adaptability and agility in managing specialized teams operating across multiple high-sensitivity verticals (legal, executive escalations, social care, media, government relations)
- Ability to quickly reprioritize workloads, reallocate resources, and adjust response strategies as case urgency and regulatory timelines shift
- Customer-first focus ensuring all cases are handled with consistency, urgency, and care
- Passion for delivering exceptional service and elevating team performance
Schedule: Wednesday–Sunday, 2:30 PM–10:30 PM. Initial 3–6 months in-office 5 days/week, then transitioning to 3 days/week hybrid.
