Payout Customer Success Specialist
PayPal Inc.

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 Payout Customer Success Specialist is a fundamental component of the PayPal's Common Servicing Team. As a Payout Customer Success Specialist your core responsibility will be offering administrative/operational support to Customer Success Managers and merchants in addition to streamlining processes to gain efficiencies at scale. Working with other departments will be a vital part of this role. Payout Customer Success Specialist must be a logical thinker, solution focused and have strong analytical skills with a passion for working in a fast paced, ambiguous environment.

Job Description:

The Payout Customer Success Specialist is a fundamental component of the PayPal's Common Servicing Team. As a Payout Customer Success Specialist your core responsibility will be offering administrative/operational support to Customer Success Managers and merchants in addition to streamlining processes to gain efficiencies at scale. Working with other departments will be a vital part of this role. Payout Customer Success Specialist must be a logical thinker, solution focused and have strong analytical skills with a passion for working in a fast paced, ambiguous environment.

Key Responsibilities

• Support CSM's and merchants with payment operations inquiries.
• Provide world class service to CSM's and Merchants.
• Ability to use proper email etiquette in written correspondence with merchants and internal stakeholders.
• Communicate key messages while demonstrating empathy and respect.
• Manage case pipeline effectively, setting clear expectations with internal and external customers and provide outcomes in a timely manner.
• Occasionally join merchant calls providing expertise and solving merchant issues/challenges.
• Handle complex escalations from various business units.
• Identify and solve problems with excellence that meet and exceed expectations and brings solutions to operational challenges for merchants and PayPal.
• Understand merchant trends; leverages internal support and product usage to improve operational efficiencies.

Requirements:

• Minimum of 5-year merchant facing experience (Acct. Management, CSM, BRE/Business Support, ICA). University Degree in lieu of experience will be considered.
• Strong communication skills (written and verbal). With the ability to use proper email etiquette in written correspondence with merchants and internal stakeholders. Communicate key messages while demonstrating empathy and respect.
• Excellent time management and organizational skills.
• Responsible individual who takes initiative, has a hands-on approach, strong work ethic, and is detail and delivery oriented.
• Proficient knowledge in internal tools, Word, Excel, PowerPoint
• Independent thinker who can work in a fast paced and ambiguous environment with the ability to triage and solve problems with innovative ways.

Key Traits

• Take pride in the brand and in being part of the wider PayPal team - respects all business areas and central policies or procedures. Represent PayPal positively with external contacts (e.g. customers, suppliers) and be an ambassador for the business.
• Quick to learn and to pick up new ideas and skills. Complete training in a timely manner, proactively deepen knowledge by noting internal announcements, earnings calls, all-hands and external industry/market news.
• Understand basic functionality of PayPal's products and how they work.
• Respond positively to change; willing to give new things a try. Support others through change; sells the benefits to them.
• Able to explain complex processes in simplified manner.
• Receive and provide feedback well.
• Frequently raise ideas for improvement or change in the team.
• Regularly lend support and help to colleagues. Share advice and expertise with colleagues. Share success and knowledge within own team.
• Collaborate with internal stakeholders to aid streamlining of processes and resolve merchant concerns.
• Show respect and courtesy to colleagues and contacts from all levels and backgrounds.
• Manage an effective work-life balance.
• Navigating internal/external conflicts well.

Preferred

• Experience with merchants preferred.
• Payout experience
• Basic competitor knowledge of payout solutions.
• Working knowledge of payment technologies.

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.

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