Customer Services Group Leader in Berlin at PayPal

Date Posted: 4/20/2018

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
    Customer Solutions
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

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 210 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 Group Leader of Customer Solutions leads a team of Agents, Senior Agents, and Supervisors, all dedicated to providing the highest level of customer service. This includes motivating, building, coaching and developing a group of Supervisors into becoming a highly responsive team that meets the required published performance standards.

The Group Leader also participates in hiring, ensures supplemental QA and training programs are conducted for the team as needed, and administers disciplinary actions in accordance with HR Policies. The Group Leader manages all service levels. Additionally, they collaborate with Senior Group Leaders on ideas for improvement, implementing strategy and plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback to Senior Group Leaders.

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.


  • Build, coach, and direct a team of Team Leaders and agents into a highly responsive team that meets the required published performance standards. Ensure that each direct report Team Leader is coaching, developing and communicating with their teams routinely and effectively by ensuring that Team Leaders are reviewing and communicating daily performance, quality, and attendance reports at the individual and team levels.
  • Establish global relationships with other managers and business units, and support groups, throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes. Work with peer managers to leverage best practices, understand new trends and contribute to the implementation of workflow process improvements. Deliver against Departmental goals as agreed
  • Participate in special projects as needed and perform other duties as assigned.
  • Attend all necessary product meetings and provide valuable, timely, and effective feedback
  • Support needs based initiatives through involvement in meetings, trainings, and coaching of Team Leader teams

Preferred Qualifications

  • Excellent organizational, communication, and interpersonal skills
  • Ability to direct and motivate others
  • Ability to lead through vision and values
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
  • Ability to learn and adapt to new software technologies
  • Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel)
  • Ability to define and utilize quantitative and qualitative management information reports
  • Knowledge of Financial Operations and Customer Support
  • Bachelor’s degree or equivalent work experience

Job Requirements

  • 5 + years of experience in people management in an inbound environment
  • Customer communication experience

Please submit your CV in English.

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.



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