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Specialist, Enterprise Servicing
3 weeks ago
What do you need to know about the role
The role of an Enterprise Servicing Specialist (ESS) plays a pivotal role in PayPal’s strategic initiative to revolutionize customer service.
Meet our team
The ESS function is a collaborative, high-performing close-knit group that works closely with Enterprise Sales and other cross functional teams. We value creativity, commitment, and a positive work environment where new ideas are encouraged.
ESS are not only tasked with resolving issues and ensuring operational excellence but also with preventing future problems and optimizing service delivery. They are expected to take a step back and advocate for their customers, ensuring that these customers fully leverage PayPal’s products and services to enhance their business operations.
**Your way to impact**
This role is responsible for managing a portfolio of our largest merchant customers in Korea and Taiwan, ESS are equipped with cutting-edge tools, comprehensive support, and extensive training. This enables them to provide exceptional proactive and reactive servicing, maintenance, and consultation to customers with the most complex needs.
**In your day-to-day role you will**
- Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service
- Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs,
- Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction
- Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance)
- Resolve merchant disputes/adjudications, including process documentation and communication
- Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents
- Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering.
- Manage case reviews, provide account support and configuration, handle compliance and risk documentation
**What do you need to bring**:
- Minimum 2-3 years relevant experience in Customer Servicing, Merchant Servicing, Account Management or Customer Success Management role
- Excellent communication skills. This position supports clients based in South Korea and Taiwan. Therefore, fluency in English and Korean is essential.
- Experience delivering client-focused solutions that meet customer needs
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
- Experience in Looker, Tableau, other data visualization tool would be preferable
- Prior payments industry experience preferred
- Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
- Experience successfully navigating matrixed, cross-functional team environments
- Ability to work at pace and tenaciously pursue resolution of complex issues
- Bias towards action and desire for continues learning and development
- Bachelor’s degree or equivalent experience
