Supervisor, Customer Solutions in Shanghai at PayPal

Date Posted: 5/19/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Shanghai
  • Job Type:
    Customer Solutions
  • Experience:
    Not Specified
  • Date Posted:
    5/19/2018
  • Job ID:
    R0031864

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 237 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 Supervisor of Customer Support team will be responsible for leading a team of Customer Support agents to meet the processing and operational needs of customers. The team will serve as a focal point for customers by providing inbound service as well as proactive follow-up service.

The supervisor role will be responsible for providing leadership and direction to this team of Customer Support to ensure their success as measured against semi-anuual performance goals. This requires the incumbent to provide coaching and guidance with regard to the quality of client interactions, daily operations and to assess resources and staff needs for the segment. In addition, the supervisor will be responsible for adjusting processes to meet overall corporate objectives as directed by senior management. The incumbent will ensure that supplemental coaching and training programs are provided to the team as they become available. Participation in the development of staff growth and operational planning will be required

      Develop and lead a team of Customer Support agents to meet the needs of customers by providing inbound and proactive follow up support.

2. Ensure maximum customer satisfaction by ensuring staff is responsive to customer inquiries for product solutions, is proactive to provide risk related education and is supportive to business related programs

3.   Identify product opportunities for the segment and work with peers to leverage best practices and understand new trends.

4.   Lead completely. Meet weekly with direct reports on performance goals and ensure that weekly progress reviews are completed with each employee under management.  Ensure that semi-annually IPPRs are developed with measurable accountabilities and that evaluations are completed on a timely basis.

5.   Provide coaching and support as needed to the Customer Support team.  Ensure that skill development and reinforcement occurs to build excellent communication skills and core business knowledge for effective merchant support.  Utilize Education resources as needed to close skill and knowledge gaps.

6.   Coordinate bi-weekly and monthly reward and recognition programs for the team.


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.

R0031864

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