Reach Pro Seller Support Specialist

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About the position

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. The Reach Pro Seller Support Specialist manages Reach Pro seller accounts through a dedicated channel (email, chat, and phone), providing strategic, high-touch support that reduces escalations and enhances loyalty. This role delivers dedicated, tailored support designed to meet the needs of high-volume sellers. 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.

Responsibilities

  • Serve as the point of contact for Reach Pro sellers, resolving issues via phone, email, and chat.
  • Prioritize and escalate cases ensuring timely, high-quality outcomes.
  • Identify systemic or process issues impacting top sellers and escalate findings to the Account Growth Manager.
  • Collaborate closely with Account Growth Managers and Escalation teams to ensure seamless end-to-end support.
  • Document and analyze recurring seller pain points to inform process and product improvements.
  • Participate in cross-functional calibration sessions to continuously refine the Reach Pro support experience.
  • Additional duties as assigned.

Requirements

  • 3-5 years of seller or customer success experience (premium, or enterprise-level support preferred)
  • High accountability, with focus on ownership and resolution quality
  • Skilled communicator with ability to balance speed, empathy, resolution, and accuracy
  • Strong written communication and attention to detail
  • Thrives in an outcome-oriented, metric-driven environment
  • Strong analytical mindset and proficiency in Salesforce or equivalent CRM systems

Nice-to-haves

  • Deep understanding of the seller journey and marketplace ecosystem is a plus
  • Experience in handling high-touch accounts or VIP clients
  • Tech-savviness and a commitment to staying abreast of the latest advancements in technology

Benefits

  • 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.
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