Global Customer Success, Reporting Coordinator (Atlanta, GA)
StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we're here to delight them from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform worldwide.
StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you'll thrive in our environment where the rewards are highly motivating.
In this role, we are looking for someone who is adept at data analytics and problem solving. The GCS Reporting Coordinator/Specialist will play a crucial role in ensuring operational efficiency within our Global Customer Service organization. We aim to be recognized as the best and most trusted customer experience brand in the world
This Full-Time position may require weekend, holiday, daytime, and/or evening hours.
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
Build and maintain dashboards that provide Customer Service Department stakeholders with actionable insights.
Establish and track KPIs to measure the performance of our operations and drive resource allocation.
Triage and complete inbound requests for changes, corrections, and creation of new dashboards.
Build and maintain comprehensive documentation explaining the use and importance of dashboards and metrics.
Provide insights and supporting data to improve top-line KPIs, such as service levels, employee productivity, and service quality.
Communicate complex data insights in a clear and concise manner to various stakeholders.
Partner with Product Team to implement new metrics and integrate them into existing systems.
Work with Product Strategy Associates to design, implement, and optimize data models and databases for efficient reporting and analytics.
Conduct in-depth data analysis to identify trends, variances, and opportunities for process improvement.
Ensure data integrity and accuracy through rigorous testing and validation processes.
Who You Are
Data analysis and interpretation - Skill in monitoring, tracking, and analyzing operational data to identify trends, variances, and process improvement opportunities.
Problem solving - Able to identify, analyze, and solve problems effectively and efficiently.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Communication - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Technical proficiency - Expertise in system configuration, maintenance, and analysis, coupled with proficiency in relevant software and tools.
What You've Done
Bachelor's degree in STEM, Economics, or equivalent experience.
2+ years with a procedural programming language (e.g: SQL).
2+ years experience with Tableau, Power BI, or similar data visualization software
Experience in a customer service or contact center environment.
Strong understanding of data warehousing and ETL processes is a plus.
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.
Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.
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 for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. 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.