senior software engineer

staff software engineer

full stack developer

customer service representative

senior product manager

StubHub

A typical day of work: You are on the floor three days a week and working from home two days a week. You bid for your schedule. 
You are generally on the phones but also work chats and occasionally emails. Customers are usually frustrated, I have had a lot of good experiences helping customers as well but it is a lot of pressure. Also, you are sitting all day. 

What I believe I learned: Working toward finding a solution for my customers issues with receiving tickets, getting refunds, problem solving while trying to keep the customer happy. 

Management: I have lived my manager but am told not to get use to them, they generally move on quickly. 

Workplace Culture: I love that there are people of all ages, a lot of kind and helpful people I work with that I feel generally want you to succeed. When being on the phones all day you don’t get to socialize a lot and that is difficult. I do suffer from burnout occasionally.  I also have a difficult time concentrating in the call center environment. People all talking around you can get aggravating at times. 


The hardest part of the job: Helping customers when our rules are so strict that there isn’t a lot we can do for them, they get angry and take it out on you. Sitting a lot is very difficult too. Lack of socializing. 
The most enjoyable part of the job: when you are able to help correct a customers order, find their tickets so that they can attend their event, it can be very rewarding. Talking with kind, patient people who you are happy to help. 

While it's certainly not a quality that's unique to StubHub, I think it's worth saying that the higher ups here are completely divorced from what actually doing this job looks like. The vast majority of changes made on a daily basis not only negatively impact the customers, but 9 times out of 10 also make the employees' jobs harder and more stressful. Middle management is so content in having secured their roles that most are only concerned with holding on to their titles and their pay, so suffice to say feedback hardly ever goes past them and basic human interactions feel very transactional. While it could be said about most any job of this kind, StubHub is terrified of paying their workers genuine livable wages. And no, $16 an hour is not a livable wage in the state of Utah unless you have someone else splitting your bills (i.e. a roomate/spouse). 

Not only was my own experience essentially waiting literal years for basic recognition, but I also consistently watched other employees take on WAY more than their work load for little to no actual recognition. I was regularly set up for failure, and then management would act astonished when I would fail. 

I worked for the company for nearly 4 years and do have to say that the people I got to work with were incredible people that I remain friends with to this day, but you'll find good people anywhere you go looking for them and I can hardly attribute this success to StubHub. 

A typical day consisted of taking escalated calls, fixing problems calling back and forth with vendors and customers. Employee training spot check reviewing your employees calls for speed and quality and writing reviews on them. Website scrubbing, making sure all listings on site were quality listings with real tickets listed. answering questions, reviewing policy and procedure so to be able to answer all representative questioins as they come up.
I learned that through patience and proper research you can develop the ability to overcome customer objections and find a mutually benificial outcome for most circumstances.
My management team at StubHub had a great understanding of the industry. They were all truly gifted buisness people. They had a real understanding of how a customer should be and want to be treaed.
Everyone of my coworkers were a lively spirited and empathetic bunch of people.
The hardest part of my job was escalated calls nobody wants to have to take a call where a customer is beyond control
the most enjoyable part of the job was working in the office atmosphere and making a difference in buisness. My father was a buisness manager most of his life R.I.P. and I felt closest to his memory when in the office.

Working at StubHub the past 5 months has been miserable. Prior to employment you will pick your schedule and they will even put it in writing. After 6 weeks of training on the very last day, we were handed our new schedules and they were not the schedules we agreed upon before being hired. All of our training class was lied to about their schedule and management made it clear that they would not honor the schedule we were promised before our first day. Instead, they waited until the very last day of training to tell this to us. 80% of the training class would not have taken the job had we known about the schedule change. They are shady. Leadership is an absolute joke! There is no leadership or coaching whatsoever. The only time you hear anything from your supervisor is when one of your metrics are low. The systems they use are constantly having issues that affect metrics and the job in general. They constantly lie to your face and tell lead you on with advancement opportunities. There is ZERO communication between departments or management. They are the most unorganized and deceptive company that I have ever been apart of. Save yourself and run the opposite direction so you don’t waste your time or other opportunities to work for this company. 

I began as a chat agent who assisted customers with day to day issues with purchasing tickets and changing their account information. After about 4 3 months on the floor I was moved to the executive claims department where I assisted in resolving issues with the sale on fraudulent event tickets. I learned communication skills while I had to make and receive numerous calls in which I would explain our investigation process and the findings of our investigation as well as relaying and information about charges or credits that may be applied to an account. While I was on assignment I believe the the management team was very helpful and open to my growth and development into a more educated and better representative. The most challenging part of my assignment was my transition from a customer service representative to being apart of the executive claim department. While it was a little challenging in the beginning, with the help of my new colleagues I was able to absorb a lot of the information that they provided and it assisted me in growing as a representative in that department. The most enjoyable part of my assignment was the environment of the company from the day to day activities to the special events that were held on a regular basis.

Steer clear of stubhub at all costs. They lie in their onboarding process, their training is not reflective of the day to day, and upper management will toss you out without a second thought. The new head of the customer service division actively told the department that we were all replaceable during a meeting. They hired hundreds of new employees without any indication that the position would become an in office position in the future. When pressed several times during the on boarding process, we were assured the position would be remote. The company hasn't fulfilled on any of it's hiring promises, outside of providing medical benefits and wages. All of the perks have been in a perpetual "they're being worked on" state. 
As of today, they're telling people that applied to and were hired for remote only positions that they have to come back to the office. Period. Some people live across the country and are just getting shrugged at and told that's how it is.
If you want job security and a place to work long term, avoid this place at all costs, don't be fooled by the con.

The benefits are decent, but you are underpaid as a phone agent. The first 6 months that I worked on phones was decent. We were slammed and expected to take up to 50 complicated calls in an 8 hour period. Do not express your career goals with management. They will take you trying to promote personally, and start treating you hostile. They will skip giving any warnings (written, or verbal) and proceed directly to a Performance improvement plan. You receive a lack of support from management, and they will throw you under the bus. All in all not worth seeking employment at this company. I was still waiting on the $100 site credit for the last half of 2021, and the other $100 for the first half of 2022. StubHub will try to fix things that are not broken, and create a huge mess. They have no problems issuing a $32,000 penalty charge for a tiny mistake, and screwing over sellers. I could not be apart of ruining peoples lives anymore

They make it extremely difficult to swim, or even want to swim.

Communication between departments could be much better. Providing food everyday is nice, but it won't solve the turnover problem that they like to pretend doesnt exist. 

Even though the training seems extensive, it's not enough. And even though you are made to feel that there will be people willing to coach you every step of the way on your first days out of training, either through chat or in person, there isn't. 

First day off training, I asked for help with a situation that I was not at all prepared for or even educated on. When I put the customer on a quick hold, I asked for assistance from a supervisor who was sitting at the desk right next to me and chatting with another staff member, they looked me in the eyes and shrugged. They weren't doing anything and when the customer understandably hung up because they were getting horrible service, I'll admit that I started to cry. Supervisor pretended not to notice and left the area.

If you truly care about your customers, you should most definitely care about your staff.  

First job I quit without 2 weeks notice. More than half of the new hires in my training class quit in the following 6 months. 

Not to make an absolute rant here, BUT I’d really hate to see more good people waste their time and efforts at this place.
For starters, StubHub’s turnover rate is embarrassing, and the constant micro-managing of stats is incredibly toxic. Management is a joke. No matter how much you care and how hard you work, if you aren’t meeting all of their metrics (which is truly unrealistic), you’re worthless to them. They do not care about their employees or their many paying customers, and I mean that sincerely. People either quit or are fired left & right despite the insane volume of communications and workload they cannot keep up with. Lately, they’re quite desperate for people to put in overtime to help out…yet the rate at which they fire people for no valid reason and push people to quit demonstrates the severe incompetency of management. Voicing one’s opinions or concerns is useless. Overall, this is the most inefficient and unsustainable business model I’ve ever experienced. Working for this company was a hilarious experience. 

It's hard to describe a typical day at StubHub because every day was so different. I would come in every day and wonder if my supervisor was even going to be there or not. There were always longer holding times for our customers because there weren't enough supervisors to assist with calls, because they were needed that often. I would say that one of the hardest parts of the job is when someone calls in and the seller hasn't provided their tickets, or there was a mistake and there aren't any options for replacement tickets - so all you can do is offer a refund that'll take a few days to process. People tend to get pretty upset. All in all I felt like I wasn't actually helping anyone by working there, it was very stressful knowing that there was a lack of leadership every day. In the end I decided to leave to find something better, and my supervisor ended up leaving as well.

Top Job Titles	Average Salary
Senior software engineer 214 salaries reported	$217,407 per year
Staff software engineer 8 salaries reported	$321,250 per year
Full stack developer 24 salaries reported	$211,667 per year
Customer service representative 3 salaries reported	$17.00 per hour
Senior product manager 38 salaries reported	$210,263 per year

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