Fulfillment Operations Agent at StubHub in Atlanta, Georgia, United States

Job description

• We’re looking for a resourceful, technically minded problem solver to join our Fulfillment team. In this role, you’ll investigate ticket delivery issues across multiple systems, troubleshoot problems when something goes wrong, and help ensure buyers receive the right tickets in time for their event.
• Many of the tools and workflows you’ll use are unique to StubHub, so prior ticketing experience isn’t required. We’re looking for someone who learns new systems quickly, enjoys figuring out how things work, recognizes patterns, and is comfortable finding solutions when there isn’t always a step-by-step answer.

Responsibilities

• Investigate and troubleshoot ticket delivery and mobile transfer issues across multiple systems and workflows.
• Identify where fulfillment failures are occurring and work through potential solutions to get tickets successfully delivered to buyers.
• Manage queue-based work and prioritize time-sensitive cases while maintaining accuracy and attention to detail.
• Learn and navigate StubHub-specific tools and processes used to track, troubleshoot, and complete ticket delivery.
• Manage incoming mobile transfers across external ticketing platforms such as Ticketmaster, AXS, SeatGeek, Live Nation, and others.
• Investigate orders to ensure the correct tickets are transferred to the correct buyer.
• Recognize recurring issues and trends and provide feedback that can improve fulfillment processes and the customer experience.
• Partner with frontline Customer Service and other internal teams to resolve more complex issues.
• Work independently to troubleshoot issues while recognizing when a blocker requires escalation.
• Communicate with customers primarily through email and through occasional outbound phone calls when needed.
• Use reporting tools, including Hex, to help monitor and manage fulfillment workflows.

Requirements

• High School Diploma or equivalent required.
• Experience troubleshooting issues, investigating cases, or working across multiple systems in a fast-paced operations, technical support, marketplace, e-commerce, or similar environment preferred.
• Experience managing multiple priorities or a queue of time-sensitive work.
• Comfort learning new technology, systems, and processes quickly.
• Proficiency with Microsoft Office, particularly Excel.
• Experience with ticketing or mobile transfer platforms is helpful, but not required.
• Ability to handle confidential information appropriately.
• Ability to adapt to changing priorities and handle multiple tasks with short turnaround times.
• Resourceful Problem Solver: You’re comfortable digging into an issue, figuring out what’s happening, and trying different paths toward a solution rather than relying solely on step-by-step instructions.
• Technically Minded: You learn systems quickly and are comfortable moving between different tools, workflows, and transaction-level information.
• Analytical: You pay attention to details, recognize patterns, and use the information available to determine what may be causing an issue.
• Good Judgment: You take ownership of problems while recognizing when you’ve reached a blocker and need to bring in additional support.
• Adaptable: You can learn new processes, adjust when priorities change, and stay effective in a fast-paced, event-driven environment.
• Clear Communicator: You communicate clearly and professionally with customers and internal partners, both verbally and in writing.
• Customer Focused: You understand that successful fulfillment ultimately means getting buyers the right tickets in time for their event.

Skills

Required

• Troubleshooting
• Investigating cases
• Working across multiple systems
• Managing multiple priorities
• Learning new technology quickly
• Microsoft Office, particularly Excel
• Handling confidential information
• Adapting to changing priorities
• Attention to detail
• Pattern recognition
• Problem solving
• Communication (verbal and written)

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 401(k) 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