Job Summary
This job assists customers via phone, chat, and email, resolving complex issues with specialized expertise in various domains. You will act as an escalation point, mentor new agents, and enhance customer experiences through expert guidance. You will manage queues, recommend process improvements, handle high-impact cases, refine workflows, and ensure compliance while shaping policies beyond general servicing. In addition, you will work to enhance processes and assist in leading servicing strategy with a focus on the entire customer journey.
Essential Responsibilities
* Solve complex customer issues by leveraging specialized expertise to diagnose and resolve challenging problems.
* Manage escalations by handling high-impact cases that require advanced problem-solving and policy knowledge.
* Ensure compliance and security by applying regulations and best practices to protect customer data and mitigate risks.
* Reduce customer friction by improving self-service tools, analyzing trends, and addressing common pain points.
* Mentor and support teammates by coaching agents, sharing insights, and reinforcing best practices.
* Enhance processes by identifying inefficiencies and recommending improvements to streamline operations.
* Lead self-help initiatives by developing strategies to expand and optimize customer self-service capabilities.
* Support platform migration by ensuring a smooth transition to a multi-tenancy self-help system.
* Identify customer experience gaps through research and data analysis, driving meaningful improvements.
* Own key metrics and strategy by leading initiatives that enhance customer support operations and satisfaction.
Minimum Qualifications
* 3+ years relevant experience and a Bachelor’s degree OR any equivalent combination of education and experience.
Additional Responsibilities & Preferred Qualifications
* Demonstrated ability to provide structured coaching and performance feedback that drives measurable quality improvement and operational consistency.
* Strong understanding of quality assurance methodologies, calibration practices, and root cause analysis within customer support or legal operations environments.
* Experience maintaining and improving SOPs, process documentation, and knowledge management resources across cross-functional teams.
* Ability to interpret complex policies and translate them into clear operational guidance for frontline specialists and leaders.
* Proven capability to identify operational risks, process gaps, and compliance concerns, with a proactive approach to remediation and continuous improvement.
* Experience partnering with global stakeholders across Legal, Compliance, Operations, Risk, and Technical teams in a fast-paced environment.
* Strong analytical and reporting skills with the ability to identify quality trends and provide actionable recommendations to leadership.
* Excellent communication and stakeholder management skills, with the ability to influence and support teams through change and process updates.
* Experience supporting onboarding, training, and upskilling initiatives through mentorship, shadowing, and knowledge transfer activities.
Benefits
PayPal offers comprehensive, choice-based programs to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. Benefits include generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support mental health.
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
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