Supervisor Trust and Safety StubHub
eBay - Salt Lake City, UT

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Supervise, provide leadership, guidance and assistance to subordinate 2nd shift StubHub Trust and Safety employees by answering questions, providing feedback and guidance on Fraud, Risk, Trust and Safety issues, and supporting all areas of Trust and Safety as needed.

Customarily and regularly direct the work of two or more full-time employees

Meet or exceed productivity and quality standards while working in assigned queues

Continually display initiative to take on additional responsibilities toward professional growth

Regularly review and ensure that agents follow procedures, process flows and guidelines.

Coordinate reward and recognition programs for their teams

Ensure team members have the tools and training to do their jobs efficiently

Ensure all trends are identified and communicated to senior management as needed

Responsible for maintaining a strong working knowledge of fraud prevention and detection practices


Ensure agents are adhering to appropriate use of timekeeping tools and monitor reports as required to track attendance and time sheets daily

Review and communicate daily performance, quality, and attendance reports at the individual and team level.


Meet weekly with each agent to discuss trends, address issues, training, offer time for feedback and/or questions, review goal accomplishments and set monthly goals for improvements standards or as needed


Meet monthly with manager to review goal accomplishments for staff, receive direction, and set future goals


Develop and communicate action plans for individual agent performance based on assessment of strengths and weaknesses. Set specific objectives for each employee that includes performance, quality, training and developmental goals


Processing queue items and escalations in a timely manner

Oversee the development and continual updating of training procedures and reference manuals

Other duties as assigned by Trust and Safety Management

Communicate with customers, verbally and written, in a professional manner

Lead on-boarding, corrective counseling, and termination processes for team and offer recommendations as to hiring, firing, advancement, promotion, or other change of status of other employees

Assist management in special projects, reports, training and/or briefings

Job Requirements

BA/BS Degree or equivalent combination of education and relevant experience

Current PayPal admin access or ability to pass PayPal background check

Strong understanding of the internet, ecommerce and internet crimes with an emphasis on financial crimes and anti-money laundering

Working knowledge of a variety of internet research tools

Ability to interpret information from multiple sources and work with large data sets

Demonstrated analytical and problem solving skills

Experience using Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint

Passionate about the subject of organized white collar crime and criminology on the Internet

Excellent written and oral communication skills, to technical or non-technical audiences

Effective and proven negotiation skills

Demonstrates strong time management and organizational skills

Willingness to act within a 24x7 environment, includes working overtime and on weekends with short notice if needed

Ability to work in stressful situations with a sense of urgency

Aptitude and inclination to protect highly confidential information

Proactive on tasks without prompting and a self-starter

The ability to work with people at all levels within a range of organizations

Bachelors Degree or Equivalent


eBay - 20 months ago - save job - block
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