Payout Customer Success Specialist

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