As a Senior Executive Customer Care and Social Media Specialist at StubHub, you will manage escalated inquiries and serve as a mentor for the Executive Customer Care team. Your role will focus on enhancing customer interactions and driving team performance through expert guidance and strategic communication. You will also lead social media initiatives, ensuring customer engagement aligns with the brand's voice. This position requires a commitment to fostering a collaborative environment and improving customer satisfaction.

• Bachelor’s degree or equivalent practical experience preferred.
• 3+ years of experience in customer service.
• 1 year of experience in a role focused on peer support or mentorship.
• Previous experience in handling executive-level customer escalations.
• Familiarity with CRM systems and social media platform navigation.

• Handle escalated inquiries and complex customer issues from high-ranking executives.
• Act as the primary mentor and support for Executive Customer Care agents.
• Foster a collaborative team environment and encourage open communication.
• Strategically delegate tasks and manage team workflows to optimize productivity.
• Provide expert guidance on navigating difficult conversations.
• Analyze trends and feedback to implement process improvements.
• Lead social media initiatives and ensure effective customer interactions.
• Oversee the monitoring and moderation of online communities.
• Create and update community articles to serve as a resource for customers.

• Employees at StubHub may receive benefits such as health coverage, retirement savings options, and other perks typical of large technology and e-commerce companies, supporting both their professional growth and overall well-being.