Executive Customer Care Specialist

Responsibilities

• Manage escalated customer inquiries from high-ranking executives, including Attorney General and concierge escalations
• Communicate difficult messages with empathy to de-escalate challenging situations
• Serve as a frontline brand ambassador on social media channels, addressing inquiries and concerns
• Monitor and moderate online community discussions to maintain respectful interactions
• Utilize research to provide first-contact resolutions for social media users
• Create and update community articles to serve as customer resources
• Collaborate with cross-functional teams to implement improvements based on issue analysis

Requirements

• 2+ years of customer service experience
• Solid understanding of the social media landscape (Facebook, Twitter, Instagram, Snapchat, TikTok)
• Technical proficiency in navigating social media platforms and CRM systems
• Ability to work a Tuesday - Saturday shift (2:00 PM – 10:30 PM)
• Ability to work in-office 5 days per week for the first 3-6 months, transitioning to 3 days per week

Preferred Qualifications

• 1+ year of experience handling executive customer escalations
• Prior experience supporting social media platforms

Benefits

• Top tier compensation package
• Comprehensive benefits including 401k
• Premium Health, Vision, and Dental Insurance
• Generous Paid Time Off
• Paid parental leave

About the Company

StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries.