About the Opportunity:

As an Operations Agent, you will play a critical role in safeguarding our business and ensuring a seamless experience for our users. You will be responsible for resolving payment issues, managing chargeback disputes, and preventing fraud. You are data-driven and able to piece together diverse pieces of information to make risk assessments and take action when needed to keep our customers safe.

What You'll Do:

• Investigate Disputed Transactions: Conduct investigations of disputed cardholder transactions, adhering to Visa, MasterCard, American Express, and alternative payment methods (APMs) guidelines.
• Defend Chargebacks: Respond to incoming chargebacks, ensuring timeliness and compliance with card network and payment platform regulations.
• Identify Fraud Patterns: Analyze trends in chargeback and fraud data to proactively address and escalate emerging fraud risks.
• Investigate payment delays and other related issues such as refunds, make a determination on the cause, come to a satisfactory solution to both the business and the customer.
• Complete and be responsible for compliance know your customer workflows which are needed to ensure compliance.
• Take action to minimize payment and refund delays for our customers.
• Collaborate Internally: Work with internal partners to ensure that StubHub's customers have a delightful experience.
• Support Cross-Functional Projects: Assist in broader investigations as needed, sharing insights and data with relevant departments.

What You've Done:

• Maintain strong ethics and discretion while handling customer information.
• Must have a good understanding of company policies, good investigation skills and attention to detail.
• Must be organized and able to multitask and work effectively in a fast-paced environment.
• Must possess a positive “can-do” attitude.
• Continual display of initiative to take on additional responsibilities toward professional growth.
• Superb customer service skills, both through email and phone – ability to make a fan connection.
• Must be able to interact with all levels of the company.
• Must be able to prepare comprehensive reports and represent ideas clearly and concisely.
• High-quality work delivered quickly to exceed customer expectations and meet department standards.
• Strong written and communication skills required.
• Internal applicants must show a 6 month, or longer, tenure in their current position or have recently been converted to a CSA within the past 6 months.
• Weekend availability is essential.

About viagogo

StubHub/viagogo is the leading global marketplace for music, sports, and entertainment tickets.

Despite our rapid growth while revolutionizing a 100-billion-dollar industry, we maintain our start-up ethos and data-driven, collaborative culture. We believe that small, cross-functional teams can achieve extraordinary results. Fans from nearly every country in the world can find millions of tickets to their favourite events in the language, currency, and with the device of their choice.

We provide the widest possible choice of tickets to events around the world and help ticket sellers reach a global audience. viagogo has partnered with many of the world’s leading brands in sports and entertainment while helping fans access unforgettable experiences.