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Executive Escalation Specialist-HK in Shanghai at PayPal

Date Posted: 3/5/2019

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 267 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.

Executive Escalation department is one of the key departments in PayPal that handles challenging cases escalated from Executives and senior agents across different departments with rich experience and excellent soft skills by phone call and emails. Sometimes EE team will represent PayPal to respond to the customer issues escalated from government institutions including Regulators’ escalation.

Main Responsibility

Handle executive escalations and internal complex escalations Handle cases escalated from government institutions such as CPC, AIC, PBOC and HKMA Work closely with all departments within PayPal as well as performing a supporting role.

Main Requirements:

Strong verbal communication skills utilizing active listening and clearly speaking to customer. Strong written skill (in English) with solid logistic. Have strong soft skills such as customer focus; problem solving; comfort around senior management; time management; organizational agility and have confidence to handle tough situation under high pressure.


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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