Fulfillment Operations Agent

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.
• Additional duties as assigned.

Requirements

• 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.
• You learn systems quickly and are comfortable moving between different tools, workflows, and transaction-level information.
• You pay attention to details, recognize patterns, and use the information available to determine what may be causing an issue.

About The Team

StubHub’s Transaction Operations organization is responsible for the buyer experience from purchase through event entry. Within Transaction Operations, the Fulfillment team focuses specifically on successful ticket delivery.

You’ll work across several queue-based workflows involving mobile transfers and other fulfillment methods. The work can be time-sensitive, particularly as events approach, so the team relies on people who can balance speed with accuracy, take ownership of an issue, and recognize when they’ve reached a blocker that needs to be escalated.

Schedule

This position works Friday–Tuesday, 12:30 PM–9:00 PM, with Wednesday and Thursday off. Regular availability on weekends and holidays is required.

Training

Initial training is approximately two weeks, Monday–Friday, 9:00 AM–5:30 PM.

Office

This role is based in Sandy Springs, GA and will work in-office 5 days per week for the first 90 days, then transition to 3 days per week in-office.

What You'll Do

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.

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.

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

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

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.