Fulfillment Operations Agent

What You'll Do

• 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.

What You've Done

• 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.

Who You Are

• 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.

Additional information

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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 401(k) and premium Health, Vision, and Dental Insurance options.

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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