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Onboarding Operations Lead in Dublin - Ballycoolin Business Park at PayPal

Date Posted: 9/1/2021

Job Snapshot

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

The Onboarding Ops Team Leader position supports the team that provides setup and servicing to our newest merchants. We're looking for a highly organized go-getter to lead and motivate a team that consistently delivers on Braintree's white-glove service experience. Our Onboarding team is not typical queue work: they are highly motivated, technically proficient, and stakeholders in company initiatives. Because of this, as a Lead, you will be expected to provide feedback, coaching, and career guidance to teammates. In addition, support leadership team to address knowledge gaps and training opportunities, build and maintain a diverse and inclusive workplace, and work with the Head of Onboarding to execute new team strategies.

Responsibilities: 

Demonstrate and be a model for Braintree's Values of Ask Why, Care A Lot, and Solve Together 

Ask Why: 

  • Utilize data to make decisions and enhance merchant experience and team performance 
  • Be a stakeholder for product development and regularly champion Supportreep and merchant feature requests 
  • Proactively find opportunities to research and advocate for ways to make our processes better 
  • Know which questions to ask to make improvements not only within Support, but within the Braintree organization 

Care, A Lot: 

  • Motivate, lead, and coach a diverse team of Support Specialists, aka Supportreeps 
  • Take a balanced approach to coaching, feedback, and development practices to help teammates improve their performance 
  • Monitor agent performance and conduct one on one meetings and performance reviews 
  • Create an environment where teammates feel valued and enjoy their jobs 
  • Challenge Supportreeps to grow their skill set to help them pursue future career opportunities at Braintree 

Solve Together: 

  • Be proactive in contributing resources to Supportreeps by providing hands-on support during high volume periods, by serving as an escalation point, and by collaborating to get through the toughest of issues 
  • A collaborator – someone who has previous experience working with various departments and individuals 
  • Assist in recruiting and development of support team as a whole 
  • Help synthesize and deliver communication between time zones 
  • Become an expert in, and suggest improvements to product and processes  

Requirements: 

  • Be someone who believes in Braintree's Values of Ask Why, Care, A Lot, and Solve Together. 
  • Experience leading highly collaborative customer service or account management teams working directly with customers or clients to solve together 
  • A comfort with repetitive tasks and an eye for detail in a high-volume environment 
  • Have an interest and the desire to research, offer up, and implement new approaches on improving team and merchant experiences 
  • Be a self-starter, self-learner, and possess incredible resourcefulness. 
  • Be comfortable dealing with ambiguity and possess the intellectual horsepower to make decisions on the fly. 
  • Can leverage strategic planning to help the team prioritize work through high volume periods 
  • Possesses strong communication skills and can tailor the message to the audience, from merchants and developers to adjacent teams and senior leadership 
  • Have a strong interest in fintech and emerging payment trends 
  • Be comfortable with consistent change - agility is key! 
  • I would rather swim in solutions than problems 
  • Possess infinite patience and a desire to turn angry customers into happy ones 
  • Ability to work autonomously with a high level of responsibility 
  • Be a great writer with a keen eye for the nuances of the English language. 
  • Flexibility with work hours including dayparts, weekends and holidays  

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


For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.

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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