Job Description

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

We're looking for a highly organized enterprising person, change champion and problem-solver who wants to elevate our merchants & stakeholders by proactively guiding, delivering quality and efficiencies to meet and exceed their expectations. To be successful in this role you will exhibit strong ownership and communication skills; integrating meaningful questions and learnings to address current and future needs in partnership with our merchants.

You will engage with PayPal merchants, partner banks, Underwriting teams, and Customer Success Managers, to name a few, to provide expert guidance on account configuration, insight into payments, processing questions, and all things Braintree by thinking strategically and holistically about a merchant’s individual needs.

After comprehensive training on the product, you should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse merchant base, which includes some of the most recognizable online companies, while also welcoming aboard the new wave of innovative e-commerce businesses.

Day-to-day tasks include fielding merchant & stakeholder requests for back and front-end account changes, helping our merchants navigate our products, and educating them on the complex e-commerce industry.



Job Responsibilities:

Respond to inbound cases and email or voicemail escalations, fully answering merchant questions and anticipating additional needs



Proactively guide and educate our merchants - including in relation to integrations, account configuration, reconciliation, insight into payments, processing questions, and all things Braintree.



Assist merchants globally with applications, addressing pricing, feature & reporting questions as they arise during the process including regulatory updates for compliance issues 



Confidently answer contacts and complete outreach with Braintree merchants as needed through cases as part of our escalation process via phone outreach.

Offer guidance on optimizing checkout experience by thinking strategically and holistically about a merchant’s individual needs.


De-escalate merchants facing challenges with their processing our or products.


Work with merchants and our Finance team to ensure pricing is advantageous to both parties.



Engage stakeholders, escalate feedback, and build strong partnerships to drive proactive initiatives that remove any barriers and create elevated experiences for Braintree Merchants.

Collaborate with other internal teams to solve complex merchant issues, taking on each request as a unique opportunity to improve a merchant’s experience 



Business growth mindset, driving tailored programs to ensure continuous business success and added value services.



Take a dynamic approach to consulting - using all tools, resources, and technology to reach a complete and accurate resolution while integrating meaningful questions and learnings to add value to our merchant portfolio.



Beyond the day-to-day: 

 

Once a Client Servicing Expert is comfortable with day-to-day queue work, you will be expected to continue their personal development and contribute to the team in other meaningful ways:


Collaborating with other Product and Operational teams via Slack, our internal chat tool

Updating internal documentation and providing regular feedback to improve our internal Support Articles


Offer insight as a stakeholder with other teams to make enhancements to the merchant experience  


Continuously find ways to help us make our internal processes more efficient
 

Preferred Qualifications:



Champions diversity, inclusion, equity and belonging.

Curious and quick learner, through both formal and informal training.

Comfortable working in teams and confident operating autonomously with a high level of responsibility.

Proven record of accomplishment of communicating successfully with internal and external customers of all skill levels (strong verbal and written communication skills).

Strong interpersonal and presentation skills; ability to talk and present confidently in front of key internal and external stakeholders.

Ability to think creatively, ask questions and challenge the status quo.

Ability to prioritize, manage time and absorb complex procedures efficiently.

Ability to effectively communicate with leadership and executive teams regularly.

Strong attention to detail and a focus on delivering high quality work.

Comfortable with repetitive tasks and an eye for detail in a high-volume environment.

Must be a self-starter, self-learner, and have unparalleled resourcefulness. 

Be comfortable with consistent change - agility is key! 

A collaborator – someone who has previous experience working with various departments and individuals.

You should feel brave leaping into the unknown and always be able to ask why. 

Strong problem-solving skills and stakeholder management.

Proficient in working with MS (Merchant Support) suites; excel-savvy, and technically adaptable. 

Bachelor’s degree or equivalent work experience.



Competencies

Diversity & Inclusion

Customer Focus

Drives for Results, Managing / Measuring Work

Shared Values / Ethics

Change Management

Delegation

Organizational Agility



At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description:

Additional Job Description:

Subsidiary:

Braintree

Travel Percent:

0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.  In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.

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