Marketplace Investigation Agent

Job Description

Job Description

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. Schedule will be Tues-Sat 9-5 : 30pm

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 :

What You've Done

What We Offer

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.

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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.