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StubHub is seeking a GCS Incident Response Specialist to join its Global Customer Service organization in Atlanta. This full-time role is critical for managing large-scale communication needs and addressing immediate operational issues across the platform.
You will monitor and manage global event-level issues, providing timely responses and resolutions to reduce customer contacts. Key responsibilities include responding to employee inquiries via chat, email, and internal reports; reviewing and assessing events potentially impacted by weather and issuing timely customer notifications; creating and distributing content to internal and external stakeholders; and collaborating cross-functionally to address ad-hoc communication requests.
Additional duties involve maintaining and updating event listings and orders according to verified changes, communicating reported incidents at the event level with stakeholders, analyzing contact volumes and business environment for potential issues, and communicating changes in event dates and times to affected customers. You will identify and implement process improvements to enhance efficiency and effectiveness, proactively identify improvement opportunities, partner with business units to execute tests and measure results, and lead change initiatives.
The role requires strong decision-making skills and acute attention to detail. The first four weeks consist of full-time training (Monday-Friday, 9am-5:30pm). After training, two schedule options are available: Tuesday-Saturday (Tuesday-Friday 9am-5:30pm, Saturday 11am-7:30pm) or Monday-Friday 11:30am-8pm. Occasional flexibility for evenings and weekends is required based on business needs.
You should have a BA or BS degree or relevant experience, 1-2 years in reporting, analytics, or customer service, and intermediate to advanced Microsoft Excel skills. SQL query creation is a strong plus. Exceptional written and verbal communication skills are essential, along with strong problem-solving abilities, attention to detail, and self-motivation.
