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Second Line Support Expert in Stockholm - Regeringsgatan at PayPal

Date Posted: 6/9/2021

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 392 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, Zettle became part of the PayPal family. Zettle 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 a Second Line Escalation Expert to join our Customer Support team in Stockholm. 

Join the friendliest faces in FinTech

  • You will be dealing with escalations from our Support Agents in a timely and professional manner.

  • You will take ownership of technical issues and make sure this gets shared with Product and Development Teams.

  • You will provide solutions and workarounds to technical issues.

  • You will assist with reporting and providing insights to different counterparts in the company.

  • You will assist with the improvement of current business processes.

  • You will proactively drive activities in order to decrease the number of new cases and escalated cases

  • You will communicate updates on products and processes to our First Line Agents and other stakeholders.

  • You will be a point of contact from Customer Support towards other departments including Legal, Risk, Sales, Logistics and third party partner

  • You will be the link between our Support Agents and other teams within Zettle. You will be responsible for ensuring that enquiries receive a timely, accurate and proactive resolution and that escalations get prioritised by different parts of the business.

We hire people. Not CVs.

  • We are looking for someone who has experience from working with first or second line support with excellent results

  • Focused on processes and structured way of working

  • Great interpersonal and written communication skills

  • Fluency in English 

  • Fluency in Nordic languages, German, Dutch, French is beneficial

  • Experience from working with Salesforce and Jira is beneficial

  • Experience from working with SQL queries and Splunk is beneficial

To succeed in this role, you are passionate about customer support and believe that great customer experience is core to any business. Structure comes naturally for you and you need to be a team player because you will work closely together with all departments in the Zettle organisation in order to solve the cases and improve processes in best way possible. You also need to have superb multi-tasking skills and a willingness to learn about our products, the support systems we are using and everything we are. 

You have good sense for details and great interpersonal and communications skills. In addition you are also creative, enjoy a fast-paced work environment and are able to get things done.

You are flexible when it comes to working times since this role might require evening or weekend work.

We offer you to be a part of an international team that believes it is equally important to deliver great results as to have loads of fun!

We're all for equality for all.
Tattoo artists. Dog groomers. Cake bakers. Jewellery makers. You name them - at Zettle - 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.

Bring your talent to our attention.

Go on, hit apply and say hello! 

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



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