Customer Experience Supervisor

Location:

Draper, Utah
Requisition Number:
R0046442

Looking for a company that inspires passion, courage and fan connection, where you can be part of the team shaping the future of Live experiences? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a culture driven community that is dedicated to creating an ambitious and inclusive workplace, join StubHub – a company you can be proud to be a part of. Where our StubHub Culture is second to none. We are inspired to be, Owners, Fan First, Driven, Inventive, Courageous, Diverse and Inclusive. These values bring out the very best in us daily and allow us to give exceptional service to our Fans and to our staff.  The candidate must have the ability to hone these valuers to create an atmosphere of trust, connection and unity within the team to drive excellence, with a focus on customer satisfaction, resolution and providing an exclusive experience that our Customers will love.

This opportunity will temporarily be remote until the on-site location in Draper, UT is ready for employees to return.

Job Description:

The Customer Experience Supervisor is a fundamental role in coaching our Customer Experience agents to deliver a world-class customer experience. Through a culture of support and guidance, the Supervisor, works to create an atmosphere of trust, connection and unity within the team to drive excellence.

Responsibilities:

Coach, supervise and support a team of 15 Customer Experience agents in our Call Center Responsible for mentoring team members and promoting individual development through the use of individual development plans for members of the team. Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas. Utilize data and reporting to monitor agent productivity Analyze impacts to service levels and trends; provide constructive feedback and recommendations Provide hands-on support and guidance to team members handling escalations Provide individual support through 1 on 1s to coach, develop, motivate as well as enhance and maintain relationships of trust and cooperation Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same Encourage and promote decision making and accountability at all levels Support the hiring and training process by conducting interviews and making recommendations for hiring decisions Appropriately give and be open to receive feedback to/from team and coworkers Actively work to remove barriers to agent success Other projects, reporting and tasks as assigned to support individual development

Competencies:

Strong ability to coach, motivate, inspire and empower others to strive for excellence Dedicated to meeting the expectations and requirements of internal and external customers Possess excellent time management skills Must be flexible and adaptable to effectively cope with an ever-changing environment Strong familiarity with internal tools and site functionality of StubHub’s products and service Strong problem solving and decision-making abilities  Possesses the interpersonal skills necessary to communicate effectively in any situation Comfortable taking the initiative to get things done without waiting for direction Strong written and verbal communication skills with a focus on effectively communicating to accomplish daily tasks

Position Type and Expected Hours of Work:

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business. 

Preferred Education and Experience:

1-2 years of supervisory experience in a call center is preferred Demonstrated analytical skills, as well as strong verbal and written communication skills Demonstrated leadership and influential capabilities Proficient in functional/technical skills; Internet applications, office applications, internal tools

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View our privacy policy

View our accessibility info

StubHub is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at recruiting@stubhub.com. We will make every effort to respond to your request for disability assistance as soon as possible.​

For more information see:

EEO is the Law Poster

EEO is the Law Poster Supplement

Customer Experience Supervisor

Draper, Utah Requisition Number R0046442

Looking for a company that inspires passion, courage and fan connection, where you can be part of the team shaping the future of Live experiences? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a culture driven community that is dedicated to creating an ambitious and inclusive workplace, join StubHub – a company you can be proud to be a part of. Where our StubHub Culture is second to none. We are inspired to be, Owners, Fan First, Driven, Inventive, Courageous, Diverse and Inclusive. These values bring out the very best in us daily and allow us to give exceptional service to our Fans and to our staff.  The candidate must have the ability to hone these valuers to create an atmosphere of trust, connection and unity within the team to drive excellence, with a focus on customer satisfaction, resolution and providing an exclusive experience that our Customers will love.

This opportunity will temporarily be remote until the on-site location in Draper, UT is ready for employees to return.

Job Description:

The Customer Experience Supervisor is a fundamental role in coaching our Customer Experience agents to deliver a world-class customer experience. Through a culture of support and guidance, the Supervisor, works to create an atmosphere of trust, connection and unity within the team to drive excellence.

Responsibilities:

Coach, supervise and support a team of 15 Customer Experience agents in our Call Center Responsible for mentoring team members and promoting individual development through the use of individual development plans for members of the team. Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas. Utilize data and reporting to monitor agent productivity Analyze impacts to service levels and trends; provide constructive feedback and recommendations Provide hands-on support and guidance to team members handling escalations Provide individual support through 1 on 1s to coach, develop, motivate as well as enhance and maintain relationships of trust and cooperation Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same Encourage and promote decision making and accountability at all levels Support the hiring and training process by conducting interviews and making recommendations for hiring decisions Appropriately give and be open to receive feedback to/from team and coworkers Actively work to remove barriers to agent success Other projects, reporting and tasks as assigned to support individual development

Competencies:

Strong ability to coach, motivate, inspire and empower others to strive for excellence Dedicated to meeting the expectations and requirements of internal and external customers Possess excellent time management skills Must be flexible and adaptable to effectively cope with an ever-changing environment Strong familiarity with internal tools and site functionality of StubHub’s products and service Strong problem solving and decision-making abilities  Possesses the interpersonal skills necessary to communicate effectively in any situation Comfortable taking the initiative to get things done without waiting for direction Strong written and verbal communication skills with a focus on effectively communicating to accomplish daily tasks

Position Type and Expected Hours of Work:

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business. 

Preferred Education and Experience:

1-2 years of supervisory experience in a call center is preferred Demonstrated analytical skills, as well as strong verbal and written communication skills Demonstrated leadership and influential capabilities Proficient in functional/technical skills; Internet applications, office applications, internal tools

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy

View our accessibility info

StubHub is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at recruiting@stubhub.com. We will make every effort to respond to your request for disability assistance as soon as possible.​

For more information see:

EEO is the Law Poster

EEO is the Law Poster Supplement