What You'll Do:

• Lead, mentor, and coach a high-performing team of customer care representatives to consistently exceed service and performance targets. 
• Monitor and analyze team metrics, including customer satisfaction (CSAT), service-level agreements (SLAs), and contact quality, implementing improvement initiatives as needed. 
• Resolve escalated customer issues (executive level) with a 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 and up-to-date 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. 
• Additional duties as assigned. 

Who You Are:

• Adaptability & Agility: Manages a specialized team operating across multiple high sensitivity verticals — legal, executive escalations, social care, media, and government relations — by quickly reprioritizing workloads, reallocating resources, and adjusting response strategies as case urgency, public visibility, or regulatory timelines shift. Maintains team stability and performance quality even when handling simultaneous, competing, high-stakes situations. 
• Customer-First Focus: Ensures all cases—regardless of complexity or sensitivity—are handled with consistency, urgency, and care, balancing compliance requirements with a strong focus on customer outcomes.
• Data-Driven Decision Making & Problem Solving: Analyzes cases trends, escalation patterns, and performance metrics to identify risks, close gaps, and drive proactive improvements, while keeping leadership informed.
• Effective Communication: Leads a team that produces high-stakes written and verbal communications — including legal responses, executive correspondence, public social replies, media statements, and government submissions. Sets clear quality standards, reviews critical outputs, and ensures every communication is accurate, on-brand, compliant, and appropriately calibrated for its audience and channel.
• Openness & Willingness to Learn: Stays current on regulatory, policy, and platform changes, strengthening team capability through ongoing training, knowledge-sharing, and process updates.
• People-First Leadership: Fosters a supportive, high-trust environment by prioritizing team well-being, workload balance, and development, enabling strong performance in high pressure situations.

What You've Done:

• 3+ years of experience in customer service or a related field. 
• 1+ years of supervisory or leadership experience in customer service. 
• Strong verbal and written communication skills. 
• Proficiency in Microsoft Office and CRM systems. 
• Ability to multitask, prioritize, and perform in a performance-driven culture. 
• Certifications or formal training in customer service or leadership development are a plus. 

What We Offer:

• Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.

We are looking for an experienced Head of Global Customer Success, who thrives on pushing the boundaries of the possible, to lead and transform our customer success operations in the age of AI. This role is responsible for setting the strategic direction of the customer success centers, both internal and BPO locations, building high-performing teams, and delivering exceptional customer experiences at scale. We are looking for a leader that can implement innovative, disruptive solutions to drive a paradigm shift on the quality of help we provide. We want to do support better than anyone else and have the aspiration of resolving all customer issues instantly in a way that meets their needs, providing a concierge service to all.     

A critical part of this role is leading the development and execution of the AI-driven customer operations strategy – leveraging automation, conversational AI, and advanced analytics to enhance both customer and team member experiences. The ideal candidate is a forward-thinking leader who can translate emerging technologies into practical, measurable business outcomes.  

Location: Hybrid (3 days in office/2 days remote) – Atlanta, GA 

What You'll Do:

• Leadership & Team Development 
  • Lead and develop a talent dense multi-layered team (managers, supervisors, and agents), fostering a culture of feedback and accountability, innovation, and continuous improvement 
  • Build AI fluency within leadership layers, enabling managers to effectively adopt and lead tech-enabled workflows 
  • Drive change management efforts to ensure successful adoption of AI tools and new ways of working at scale 
• Strategic Direction & AI Transformation 
  • Define and execute the long-term vision for the call centers, including a clear roadmap for AI, automation and improving the quality of human support, to drive a paradigm shift  
  • Identify opportunities to leverage AI to improve both quality and efficiency  
  • Partner with Product, Data and Engineering teams to design, pilot, and scale AI-driven solutions 
  • Balance automation with human interaction to ensure a seamless, high-quality customer experience 
• Operational Excellence 
  • Oversee daily operations to ensure service levels, quality standards, and efficiency targets are consistently met and optimized 
  • Improve and monitor customer satisfaction metrics across both human and automated touchpoints 
  • Use data and AI-driven insights to optimize workflows, reduce handle times, and improve first-contact resolution.  
  • Continuously refine processes by integrating automation and intelligent routing.  

What You've Done

• 10+ years in call center or customer operations, with 5+ years in senior leadership roles 
• Demonstrated experience leading digital transformation or AI/automation initiatives in a customer support environment 
• Proven ability to lead and develop large teams through change and technology adoption 
• Track record of creating and successfully implementing forward thinking, innovative solutions that scale  
• Strong analytical mindset with the ability to translate data into actionable strategy  
• Experience providing customer service both internationally and levering BPOs is a meaningful plus  
• Bachelor’s degree from a top tier institution 

What We Offer

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.

In this role, we are looking for a customer-first focused individual who is both detail-oriented and experienced in handling high-value accounts with professionalism and precision. As a Premier Care Specialist at StubHub, you will play a crucial role in elevating our customer service offerings, specializing in high-value transactions that demand exceptional, white-glove service. You will proactively monitor and engage with VIP customers, ensuring that from beginning to end, their experience is seamless and exemplary. In this dynamic, fast-paced environment, your ability to deliver outstanding results will be key to driving success. We aim to be recognized as the best and most trusted customer experience brand in the world! 

This full-time position requires a shift of 2:30 PM – 10:30 PM, Tuesday–Saturday or Thursday–Monday, including weekends and holidays (subject to change based on business needs).

This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.  

What You'll Do

• Provide prompt, professional, and courteous assistance to customers via multiple communication channels (phone, email, chat) regarding high dollar transactions, ensuring a high level of satisfaction and resolution.
• Guide customers through the transaction processes, offering step-by-step support and troubleshooting.
• Proactively identify, investigate, and resolve customer issues or concerns related to high value transactions promptly and effectively, collaborating with relevant departments to ensure a quick resolution.
• Accurately document customer interactions and transactions, and generate reports to track trends, identify recurring issues, and suggest improvements for customer support processes.
• Proactively identify opportunities to enhance customer support procedures, streamline processes, and contribute to the improvement of customer experience within high value transactions.  
• Build customer relationships to increase order value and future purchases from high value buyers. 
• Additional duties as assigned.

What You've Done

• 2+ years of experience in customer service or a related role, with demonstrated success.  
• Proven track record of achieving and exceeding performance targets and driving continuous improvement initiatives.
• Experience in managing accounts or providing specialized support in industries with high-value transactions, such as finance, luxury retail, or hospitality.
• Familiarity with the dynamic live event landscape, ticketing systems, and primary ticketing platforms.  
• Proficiency in Microsoft Office and CRM software.  

Who You Are

• Problem Solving: Utilizes analytical skills to dissect complex issues and make informed decisions that engineer long-term solutions based on data analysis, customer feedback, and organizational objectives to enhance customer satisfaction.
• Communication: Communicates effectively with team members, management, and stakeholders to convey ideas, provide guidance, and foster collaboration.
• Attention to Detail: Exhibits meticulous attention to detail in every customer interaction, ensuring precision in transaction processing and data management.
• Customer Advocate: Champions customer needs, ensuring that their concerns are prioritized and addressed promptly, fostering loyalty and long-term engagement.
• Relationship Building: Builds and maintains strong relationships with customers, team members, and stakeholders to drive engagement and loyalty.
• Technological Proficiency: Stays current with relevant technology and CRM platforms that enhance customer interaction and service delivery, ensuring efficiency and accuracy.
• Adaptability: Adapts quickly to changing priorities and business needs, demonstrating flexibility and resilience in a dynamic environment.