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Supervisor, Customer Solutions-Japanese in Shanghai at PayPal

Date Posted: 4/5/2021

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 375 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. 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.

The Customer Solutions Team Leader builds, develops, and leads a group of employees into becoming a high performing team that meets and exceeds performance goals. They engage and develop their direct reports and foster an open, collaborative environment in which best practices are shared. The Team Leader also supports and drives needs-based initiatives through communication, coaching, best practice sharing, and calibrations. You're the type of person who enjoys seeking out persistent problems and fixing them once and for all. You like to analyze customer feedback and share it with multiple teams so everyone can make better decisions. On this team, everything you do will be focused on innovations that improve our customer experience.


  • Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team level.  Utilize formal correction 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 and 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
  • Establish relationships and engage with other people managers and key stakeholders in the development of new processes, products, and procedures for your designated segment through attendance at meetings and communication with Leader and other business units
  • Utilize the 70/20/10 model to coach and develop Senior Agents (ICA)/specialists; provide lateral feedback and mentoring to peer supervisors

Preferred Qualifications

  • Strong verbal and written communication skills, and the ability to effectively communicate with teammates, peer supervisors and business unit management
  • Ability to direct and motivate others and effectively delegate in order to achieve goals
  • Demonstrated ability to drive for results; understand and articulate the impact of key metrics to teammate and department results
  • Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement
  • Demonstrated advanced knowledge of PayPal operational flows and department workflow
  • Effective presentation skills
  • Effective problem solving skills
  • Ability to effectively balance company and customer needs to deliver against NPS targets and business goals
  • Proficiency in external systems (Internet, Office Applications), and intermediate knowledge of applicable or relevant internal systems and software (such as Kana, Intranet, Admin Tools, Attack, Status Change, LMS, EWFM, and any other department-specific tools)
  • 1+ years of supervisory experience

Job Requirements

  • 2+ years of related experience
  • Bachelor’s degree or equivalent work experience

PayPal Benefits:

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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