Marketplace Investigation Agent

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 all the way 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 around the world.

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. 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.

MPI investigates why a customer was denied entry at the gate or removed from their seats. This primarily is done through investigating with the seller to find out the root cause of what happened. These investigations hold sellers accountable, allow us to educate for the future and to find trends to prevent these issues. These are some of the worst experiences our buyers can go through, so we want to ensure that they are minimized.

About The Team
StubHub's Transaction Operations team is an organization comprised of multiple teams that are responsible for everything that happens from the moment you try to purchase a ticket to when you go to the event. Our teams help ensure that buyers can transact safely on our platform, that they receive their tickets successfully once they click ‘buy’ and are able to go enjoy their event.

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

Primarily responsible for researching, responding to and resolving customer complaints and issues associated with Invalid Ticket claims
Maintain a high level of follow up and consistency of contacts to all assigned issues within service level time frames
Maintain and record daily productivity
MPI productivity goals based on time to contact as well as time to resolve
Provide essential feedback regarding trends, opportunities, challenges, productivity, process improvement, etc.
Assist with team projects that contribute to overall department service quality, training initiatives, etc.
Follow all MPI policies and procedures and support the MPI team
Own, assist in, and develop special projects aimed at improving the Denied Entry at Gate process and/or reducing DEGs
Additional special projects and/or duties may be assigned as needed
Who You Are:

Customer Focused - Dedicated to meeting the expectations and requirements of internal and external customers
Establishes and maintains effective relationships with customers and gains their trust and respect
Ask appropriate questions to properly identify problems and solutions
Uses his/her time effectively and efficiently Is able to communicate clearly and succinctly in a variety of settings and styles
Works collaboratively with others to achieve group goals and objectives
Proficient computer skills: ability to pick learn and adapt to new technology
Strong attention to detail is critical
Must have the ability to maintain a high degree of confidentiality, exercise discretion and good judgment
What You've Done

Proven experience in a high-volume call center
Excellent verbal and written communication skills.
Proficiency in Microsoft Office
Ability to multitask and prioritize in a fast-paced environment.
Experience working in a performance-driven culture is a plus.
Proficiency in English language required
High school diploma required
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.
The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base pay is one component of StubHub’s total compensation and competitive benefits package, which includes 401(k), paid time off, paid parental leave, and comprehensive health benefits.

Base Range

$20 - $20 USD

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.

For California Residents: California Job Applicant Privacy Notice found here