Supervisor, Customer Solutions 1

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:

What you need to know about the role:
As a Team Leader in Customer Solutions, you will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. Engage and develop your direct reports, foster an open collaborative environment where best practices are shared.
Meet our team:
Our GCS team provides exceptional support to PayPal customers worldwide. We work collaboratively to resolve issues, streamline processes, and ensure our efforts align with business objectives—all while maintaining a strong focus on delivering a positive customer experience

Job Description:

Your way to impact:
You will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. Engage and develop an open collaborative environment where best practices are shared. Support and drive needs-based initiatives through communication, coaching, best practice sharing, and calibrations
 

Your day-to-day:

• Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal corrective action procedures as required. (20%)
• Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs (20%)
• Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required. (20%)
• Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (20%)
• Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. (20%)
   

What do you need to bring

 

Business:

• ▪ Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors and department management
• ▪ Ability to direct and motivate others and effectively delegate to achieve goals
• ▪ Demonstrated ability to drive for results (move the needle); Understand and articulate the impact of key metrics to teammate and department results.
• ▪ Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement
• ▪ Ability to effectively balance company and customer needs to deliver against NPS targets and business goals

Technical:

• ▪ Proficiency in external systems (Internet, Office Applications)
• ▪ Basic knowledge of applicable or relevant internal systems and cloud-based software (such as Kana, Zendesk, Slack, Confluence, and any other department-specific tools)

Experience (Required): Minimum 3 years leadership experience into Customer solutions

Education: Bachelor’s Degree or equivalent work experience required
 

The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24-hour period Monday through Sunday.
 

At Paypal we have a strong learning culture. Our Team Leaders go through a training program upon joining as well as upskilling on the production floor therefore it is important that our leaders are lifelong learners and promote a culture of Learning Agility.

We service customers across the globe which demands us to be flexible in terms of shifts and markets/verticals we support.

If you are someone who likes to work in this kind of work environment & comes with a high degree of people focus, then this is a great opportunity for you.”

Additional Job Description:

Subsidiary:

PayPal

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 talentaccommodations@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.