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Customer Success Team Lead in Edinburgh at PayPal

Date Posted: 12/2/2020

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 305 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.

In 2018, iZettle became part of the PayPal family. iZettle is on a mission to help small businesses succeed in a world of giants. Tens of millions of small businesses worldwide are still being underserved by the traditional players. By giving small businesses the tools to get paid, sell smarter and grow, we’re empowering them to reach their full potential. Together with PayPal, we can reach 24 million merchants across the world with more of the affordable tools they need to thrive. Join us in putting an end to the ordinary way the world defines financial freedom.

We are looking for an experienced Team Leader to join our Customer Engagement Team. As a Customer Success Team Lead, you are accountable for providing a “Best in Class” service experience for our users, regardless if they are new with us, or a seasoned user.

You will be responsible for supervising, managing and motivating team members on a daily basis.

As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. You will drive 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 analyse 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.

Responsibilities

  • Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team level.

  • Oversee day-to-day operation

  • Monitor team performance and report on metrics

  • Motivate team members

  • Discover training needs and provide coaching

  • Listen to team members’ feedback and resolve any issues or conflicts

  • Recognize high performance and reward accomplishments

  • Encourage creativity and risk-taking

  • Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines

Preferred Qualifications

  • Strong verbal and written communication skills

  • Ability to direct and motivate others and effectively delegate in order to achieve goals

  • Demonstrated ability to drive for results

  • Effective problem-solving skills

  • Organizational and time-management skills

  • Decision-making skills

  • 1+ years of supervisory experience

We are all for equality for all.
Tattoo artists. Dog groomers. Cake bakers. Jewellery
makers. You name them - at iZettle - we help them. And
to do that well, we need our people to be as unique and
diverse as they are. We’re proud to be an equal
opportunity employer and together we uphold PayPal’s
One Team Behaviour, striving to be a place where
everyone can benefit from equal access to professional
development, bring their whole self to work and most of
all, feel like they belong. 


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 paypalglobaltalentacquisition@paypal.com.

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