Lead Rep, Executive Escalations Customer Care at PayPal

Adachi, , Japan -

Full Time

Start Date

Immediate

Expiry Date

03 Apr, 26

Salary

0.0

Posted On

03 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Problem Solving, Mentoring, Communication, Research, Compliance, Collaboration, Escalation Management, Product Knowledge, Feedback, Queue Management, Training, Conflict Resolution, Customer Education, Teamwork, Quality Assurance

Industry

Software Development

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 Summary: This job assists customers via phone, chat, and email, addressing inquiries about products, services, accounts, and transactions. You’ll research issues, interpret transaction activity, and resolve concerns to support their business while maintaining quality, production, and customer satisfaction standards. You’ll also mentor new agents, provide feedback to managers and team leads, and act as an escalation point for complex cases. By proactively communicating with support teams and educating customers on product features and campaigns, you’ll enhance their experience. Additionally, you’ll manage queues, address teammate questions, resolve escalations, and recommend improvements to management, ensuring privacy, security, and compliance. Job Description: Essential Responsibilities: Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions while maintaining production, quality, and customer satisfaction standards. Research, resolve, and execute actions to address customer concerns, proactively identifying and preventing future issues. Educate customers on PayPal products, features, and benefits to enhance their experience and long-term value. Act as an escalation point for agents, resolving complex issues and providing guidance on challenging customer interactions. Mentor and coach teammates through training, feedback, and fostering a collaborative environment that encourages improvement. Provide regular feedback to management on agent performance, process improvements, and necessary policy or product updates. Maintain compliance with security and confidentiality policies while ensuring adherence to departmental procedures. Collaborate with operational support teams to identify and resolve system or process issues affecting customer experience. Perform queue management, address teammate questions, resolve escalations, and provide support across multiple channels. Continuously develop expertise in PayPal products, policies, and procedures, applying independent judgment and problem-solving skills to deliver excellent customer service. Expected Qualifications: 3 years of relevant work experience Additional Responsibilities & Preferred Qualifications: This hiring will be in support of executive escalations (GCCA group). Subsidiary: PayPal Travel Percent: 0 PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us. 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. PayPal is on a mission to revolutionize commerce globally. We’re driving our company, industry, and society forward with vision and velocity. With our commitment to excellence, innovation, and talent, the possibilities are limitless. Learn more at PayPal.com/Jobs Learn more about privacy-related questions or data retention. If you would like your profile to be deleted from our system, please let us know Please note that this site has updated features that can’t run on older versions of Internet Explorer. Please use IE11 or MS Edge for an optimal experience. When applying for a job you are required to create an account, if you have already created an account - click Sign In. Creating an account will allow you to follow the progress of your applications. Our system does have some requirements that will help us process your application, below are some guidelines for creation of your account: Provide full legal First Name/Family Name – this is important for us to ensure our future hires have the right system set up. Please Capitalize first letter of your First and Last Name. Please avoid using fully capitalized text for your First and/or Last Name. NOTE: If your name is hyphenated or has multiple capitalization, please use the same format as your government ID. Please note that this site has updated features that can’t run on older versions of Internet Explorer. Please use IE11 or MS Edge for an optimal experience.

Responsibilities

The role involves assisting customers via phone, chat, and email, addressing inquiries about products and services while maintaining quality and customer satisfaction standards. Additionally, the Lead Rep will mentor new agents and act as an escalation point for complex cases.