Address
Form of work
SalaryYou will play a key role in training our Customer Experience experts to ensure consistent Fan interactions and building the StubHub culture. Through engaging and energetic communication and facilitation skills, you will prepare our Experts to provide consistent world-class, fan-first customer experiences.
Responsibilities
- Deliver engaging instructor-led trainings (ILT) covering new hire content, up-skilling material, and refresher training both in-house and potentially at our outsource (OS) partners abroad for both large or small class sizes
- Deliver engaging instructor-led training in both an in-person classroom environment and a virtual classroom environment as needed
- Drive continuous improvement in training and delivery processes by soliciting feedback and learning from peers, trainees, and leadership.
- Understand and share trends on learning performance (i.e. new hire pass rate, attrition through new hire & nesting, assessment results and completion rates) and share out on the progress of training classes.
- Collaborate with other StubHub Learning Specialists and instructional designers on a continuous cycle of feedback and improvement to update facilitator guides and training content.
- Provide on the job training for new hires through floor walking, chat support, performance coaching, and handling escalated customer contacts.
- Take Customer Experience calls/chats weekly and conduct side-by-side call listening and coaching to maintain process and business knowledge.
- Mentor and coach others to improve their craft while being open to feedback and coaching to enhance your own skill set.
- Work on special projects and additional duties as assigned.
Requirements & Experience
- Meet or exceed metrics for the last 3 months.
- Recommendation from current supervisor or manager (internal candidates)
- Experience in a call center environment
- Bachelor's degree in training, education, facilitation, or similar. Equivalent work experience considered.
- Experience in a coaching, training, or a leadership position.
- Flexible, adaptable, and able to autonomously handle various tasks in a dynamic, fast-paced, iterative development environment with short turn-around times.
- Great social communication skills, an enthusiastic and dynamic teammate, with a positive and “Can Do” attitude to get the job done.
- Familiar with presentation tools (Microsoft Office Suite, Google Apps,Zoom, etc.).
- Drive to innovate, learn, and adjust to meet the needs of the business.
- Maintain reasonable, consistent and predictable attendance.
- Lead within the organization communicating vision, actions, and results.
- A fan of music, sports, theater or all three!
About Us
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 in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world - from sports to music, comedy to dance, festivals to theater - StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.
