Team Leader, Customer Solutions

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:

The Customer Solutions Team Leader builds, develops, and leads a group of employees into becoming a high performing team that meets and exceeds performance goals. They engage and develop their direct reports and foster an open, collaborative environment in which best practices are shared. The Team Leader also supports and drives needs-based initiatives through communication, coaching, best practice sharing, and calibrations.

Job Description:

Your way to impact

·      You will build, develop and lead a group of employees into becoming a high performing team that meets and exceeds performance goals.

·      You will engage and develop your direct reports and foster an open, collaborative environment in which best practices are shared.

You will also 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 correction action procedures as required

• 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

• Complete the required number of case/ email/ phone quality reviews per teammate each month and work cases and escalations as required

• Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines

• Work with peer supervisors on team level and market level performance analysis, VOC collections/analysis, provide insights and recommendations to improve customer experience, teammates efficiency and volume abatement.

• Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps

• Establish relationships and engage with other people managers and key stakeholders in the development of new processes, products, and procedures for your designated segment through attendance at meetings and communication with Leader and other business units

What do you need to bring

• Strong verbal and written communication skills in Japanese and English, and the ability to effectively communicate with teammates, peer supervisors and business unit management

• Ability to direct and motivate others and effectively delegate in order to achieve goals

• Demonstrated ability to drive for results; 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

• Demonstrated advanced knowledge of operational flows and department workflow

• Effective presentation skills

• Effective problem-solving skills

• Ability to effectively balance company and customer needs to deliver against NPS targets and business goals

• Proficiency in external systems (Internet, Office Applications), and intermediate knowledge of applicable or relevant internal systems and software (such as Kana, Intranet, Admin Tools, Attack, Status Change, LMS, EWFM, and any other department-specific tools)

• You're the type of person who enjoys seeking out persistent problems and fixing them once and for all. You like to analyze customer feedback and share it with multiple teams so everyone can make better decisions. On this team, everything you do will be focused on innovations that improve our customer experience.

• 2+ years of related experience Bachelor’s degree or equivalent work experience

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.