Customer Support and Training Specialist in San Francisco-Xoom at PayPal

Date Posted: 9/12/2018

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 244 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.

Xoom, A PayPal Service, is revolutionizing the global digital money services market by providing people with an easy, convenient and cost-effective means of sending money worldwide. We offer a secure, fast and inexpensive means of sending money, paying bills and topping up prepaid services across multiple digital platforms to both online and offline recipients. Join Xoom’s operational training and quality team and help us deliver the highest quality voice/ email experiences and continue to exceed our unparalleled quality standards.

Key Objectives and Responsibilities: 

  • Regularly meet with remote training teams to review agent performance and identify knowledge gaps
  • Positively impact call center performance through the development and maintenance of core and supplemental training curriculum
  • Create process documentation and training guides for new product launches, compliance updates and other related materials
  • Monitor recorded and live phone and email interactions
  • Evaluate performance and behaviors in accordance with Xoom’s Quality Guidelines
  • Provide coaching feedback on individual representatives to the call center leadership teams
  • Identify prevalent trends and recommend immediate resolutions
  • Work closely with the teams to support the day-to-day operations of the call centers


  • 3-5 years customer support experience with training curriculum development
  • Excellent written, interpersonal/communication skills
  • Professional and positive customer orientation in all aspects of job execution
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Good decision-making ability
  • Skilled user of MS office suite of tools
  • Able to travel internationally 2-3 times per year
  • Spanish or French language a plus, but not required


  • BA or equivalent knowledge and experience

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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