Fulfillment Operations Agent

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.

• →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.

• →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.