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Supervisor, Customer Solutions 1

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PayPal

Oct 22, 2024

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration

Requirements

  • Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors and department management
  • Ability to direct and motivate others and effectively delegate to achieve goals
  • Demonstrated ability to drive for results (move the needle); Understand and articulate the impact of key metrics to teammate and department results.
  • Ability to recognize the need for and lead through change management initiatives while maintaining and driving teammate engagement
  • Ability to effectively balance company and customer needs to deliver against NPS targets and business goals
  • Proficiency in external systems (Internet, Office Applications)
  • Basic knowledge of applicable or relevant internal systems and cloud-based software (such as Kana, Zendesk, Slack, Confluence, and any other department-specific tools)
  • Minimum 3 years leadership experience in Customer solutions
  • Bachelor’s Degree or equivalent work experience required

Responsibilities

  • You will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. Engage and develop an open collaborative environment where best practices are shared. Support and drive needs-based initiatives through communication, coaching, best practice sharing, and calibrations.
  • Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal corrective 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. 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.
  • Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps.

FAQs

What is the role of a Supervisor, Customer Solutions at PayPal?

The Supervisor, Customer Solutions is responsible for building, developing, and leading a high-performing team that meets or exceeds performance goals while providing exceptional support to PayPal customers worldwide.

What are the key responsibilities of this job?

Key responsibilities include coaching team members, conducting performance reviews, leading team learning sessions, ensuring compliance with company procedures, and participating in talent selection and training needs assessment.

What qualifications are needed for this position?

A Bachelor’s Degree or equivalent work experience is required, along with a minimum of 3 years of leadership experience in customer solutions.

What skills are necessary for this role?

Strong communication skills, the ability to direct and motivate others, experience in driving results, handling change management, and balancing company and customer needs are essential skills for this position.

What kind of work environment does PayPal offer?

PayPal offers a balanced hybrid work model with 3 days in the office for collaboration and 2 days either at home or in the office of the employee's choice.

What is the company's commitment to diversity and inclusion?

PayPal is committed to providing equal employment opportunity to all individuals and takes steps to create an inclusive and equitable workplace where everyone feels valued and respected.

Are there opportunities for professional development in this role?

Yes, PayPal fosters a strong learning culture, and Team Leaders participate in training programs and upskilling initiatives to promote continuous learning.

What benefits does PayPal offer to its employees?

PayPal offers various benefits, including a flexible work environment, employee share options, health and life insurance, and resources to support financial, physical, and mental health.

How does PayPal ensure a positive customer experience?

The Customer Solutions team engages and develops strategies to resolve issues, streamline processes, and align efforts with business objectives to deliver a positive customer experience.

Can I apply if I have a disability?

Yes, PayPal provides reasonable accommodations for qualified individuals with disabilities and encourages them to reach out if they need assistance with the application process.

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PayPal

Technology
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

PayPal is a prominent financial technology company that facilitates online payments and money transfers for individuals and businesses. Their fundamental objective is to empower seamless and secure digital transactions, enabling people to manage their financial lives more efficiently in an increasingly interconnected world. At its core, PayPal strives to be the bridge that connects people with the global economy, offering accessible and convenient solutions to move and manage money, ultimately promoting financial inclusion and empowerment.