viagogo is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.

We are seeking a Disputes & Education Specialist to join our Seller Operations Team, playing a pivotal role in protecting marketplace integrity, improving seller performance, and directly impacting the company’s bottom line.

This is more than a case resolution role — every decision you make will carry tangible financial implications, from preventing revenue leakage to recovering lost value and ensuring compliance that safeguards marketplace profitability. You will proactively shape seller behaviour, implement education strategies that prevent future disputes, and influence operational processes that drive measurable business results.

• Strategic Seller Education: Design and deliver targeted education to sellers, driving improved performance, reducing disputes, and increasing compliance rates — resulting in reduced revenue risk.
• Financially Impactful Decision-Making: Assess disputes and make decisions that balance fairness, compliance, and the protection of company revenue.
• Dispute Resolution Excellence: Resolve disputes with precision, consistency, and fairness while maintaining a constructive seller experience and minimizing financial loss.
• Policy Interpretation & Communication: Translate complex policies into clear, actionable steps, ensuring sellers understand expectations and best practices.
• Performance Recovery: Identify underperforming or at-risk sellers and implement tailored recovery plans that restore seller performance and protect marketplace earnings.
• Data-Driven Insights: Analyse seller trends to identify recurring issues, recommend preventive actions, and influence process improvements with measurable $ impact.
• Cross-Functional Collaboration: Partner with product, compliance, and customer service teams to share seller insights, enhance tools, and streamline processes that protect profitability.
• Operational Efficiency: Manage dispute workflows using multiple systems, ensuring accuracy, timeliness, and adherence to KPIs.
• Seller Relationship Management: Build trust-based relationships through consistent, respectful, and solution-oriented communication.
• Change Leadership: Adapt quickly to evolving policies and processes, championing improvements that enhance the seller and buyer experience while optimizing financial outcomes.
• Additional duties as assigned.

• Analytical Thinking: Ability to spot patterns, identify root causes, and develop proactive solutions with a direct business impact.
• Influential Communication: Skilled at simplifying complex rules and guiding sellers toward lasting improvement.
• Ownership Mindset: Takes initiative, follows through, and consistently delivers measurable results.
• Problem-Solving Agility: Navigates challenging cases with sound judgment and creativity to balance compliance with revenue protection.
• Relationship Building: Builds rapport and trust, especially with at-risk sellers, through constructive engagement.
• Time Management: Balances dispute resolution efficiency with impactful coaching.
• Team Collaboration: Works seamlessly with colleagues to align strategies and share insights.
• Policy-Driven Mindset: Applies rules consistently while using them as a foundation for positive change.
• Results Orientation: Focused on measurable improvement in seller performance and marketplace outcomes.

Preferred Education and Experience:

• 2+ years in seller operations, customer success, compliance, risk management, or dispute resolution within e-commerce, marketplaces, or related industries.
• Proven experience making policy-based decisions with direct financial impact, such as minimizing losses, improving recovery rates, or increasing operational efficiency.
• Demonstrated success in reducing dispute rates, improving seller performance, and influencing process or policy improvements that drive measurable revenue outcomes.
• Strong proficiency in analyzing operational and financial data to identify trends and recommend strategic actions.
• Experience working cross-functionally in a global or multicultural environment.
• Excellent written and verbal communication skills; additional languages are a strong advantage.
• Comfort with ambiguity, shifting priorities, and operating in a high-growth, fast-paced environment.
• Technically adept, with experience using CRM, ticketing, or case management platforms.

Shift pattern: 9-6 Monday - Friday (with the possibility of including weekends in the future depending on business needs)

Salary: €33,280 p/a