Customer Solutions Analyst 2
PayPal Inc.

Job Info

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Who we are

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal's 375 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

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Job Description Summary:
Role Description:

We're looking for a highly organized go-getter and problem-solver to join our Merchant Support Team. This person will delight our merchants by delivering accurate and quick assistance in the style of Braintree's white-glove service experience. With our core values of Ask Why, Care A Lot, and Solve Together in mind, our Merchant Support team provides first-touch support to merchants via phone and email. After comprehensive training on Braintree's products and processes, this candidate should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse merchant base.

Day in the Life:

Getting Started: For the first two months, you will be training side-by-side with other Merchant Support teammates to learn the ins-and-outs of the Braintree product and how merchant accounts are services.

Email and Phone Support: Merchant Supportreeps communicate with merchants via email and phone to assist them with business updates or banking updates (e.g., a new company name or owner, updating a business bank account, etc.). They also assist with merchants with questions about transaction statuses, taxes, and general inquiries about a merchant's business model as it applies to Braintree.

Beyond the Queue: As a Merchant Supportreep, once you're comfortable with day-to-day queue work, you'll be expected to continue your personal development and contribute to the team in other meaningful ways. Depending on your professional goals and team needs, this may include any of the following:

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

Developing new-hires through one-on-one phone and email shadowing or facilitating training sessions

Participating in our peer-driven quality assurance programs

Partnering with other teams or Leads to improve processes or brainstorm new methods of communicating with merchants and banking partners

Acting as a subject matter expert or stakeholder for a specific process or feature, which can involve training other Treeps, being available for more nuanced questions, and giving feedback to Operational and banking partner teams on behalf of merchants and the team

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

Presenting in team meetings

Requirements:

Believe in Braintree's Values of Ask Why, Care, A Lot, and Solve Together.

Be a self-starter, independent learner, and have unparalleled resourcefulness.

Feel brave leaping into the unknown and agile in an environment that is constantly changing.

Love swimming in solutions versus dwelling on problems

Be a great writer with a keen eye for the nuances of the English language.

Have a strong interest in technology, and demonstrate an intuitive ability to troubleshoot hardware, software, or other emerging technologies.

Be extremely detail oriented and demonstrate an ability to work through complex problems end-to-end.

Possess infinite patience and a desire to turn angry customers into happy ones.

Experience in a role that puts you in direct contact with customers or clients.

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

Job Description:

Role Description:

We're looking for a highly organized go-getter and problem-solver to join our Merchant Support Team. This person will delight our merchants by delivering accurate and quick assistance in the style of Braintree's white-glove service experience. With our core values of Ask Why, Care A Lot, and Solve Together in mind, our Merchant Support team provides first-touch support to merchants via phone and email. After comprehensive training on Braintree's products and processes, this candidate should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse merchant base.

Day in the Life:

• Getting Started: For the first two months, you will be training side-by-side with other Merchant Support teammates to learn the ins-and-outs of the Braintree product and how merchant accounts are services.
• Email and Phone Support: Merchant Supportreeps communicate with merchants via email and phone to assist them with business updates or banking updates (e.g., a new company name or owner, updating a business bank account, etc.). They also assist with merchants with questions about transaction statuses, taxes, and general inquiries about a merchant's business model as it applies to Braintree.

Beyond the Queue: As a Merchant Supportreep, once you're comfortable with day-to-day queue work, you'll be expected to continue your personal development and contribute to the team in other meaningful ways. Depending on your professional goals and team needs, this may include any of the following:

• Collaborating with other Product and Operational teams via Slack, our internal chat tool
• Developing new-hires through one-on-one phone and email shadowing or facilitating training sessions
• Participating in our peer-driven quality assurance programs
• Partnering with other teams or Leads to improve processes or brainstorm new methods of communicating with merchants and banking partners
• Acting as a subject matter expert or stakeholder for a specific process or feature, which can involve training other Treeps, being available for more nuanced questions, and giving feedback to Operational and banking partner teams on behalf of merchants and the team
• Updating internal documentation and providing regular feedback to improve our external Support Articles and Developer Documentation
• Presenting in team meetings

Requirements:

• Believe in Braintree's Values of Ask Why, Care, A Lot, and Solve Together.
• Be a self-starter, independent learner, and have unparalleled resourcefulness.
• Feel brave leaping into the unknown and agile in an environment that is constantly changing.
• Love swimming in solutions versus dwelling on problems
• Be a great writer with a keen eye for the nuances of the English language.
• Have a strong interest in technology, and demonstrate an intuitive ability to troubleshoot hardware, software, or other emerging technologies.
• Be extremely detail oriented and demonstrate an ability to work through complex problems end-to-end.
• Possess infinite patience and a desire to turn angry customers into happy ones.
• Experience in a role that puts you in direct contact with customers or clients.

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

Subsidiary:
Braintree

Travel Percent:
0

Primary Location:
Chicago, Illinois, United States of America

Additional Locations:

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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.

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