Specialist, Enterprise Servicing

**The Company**

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do - and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary: 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. 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.

**Job Description**:
**Your way to impact**:
This role is responsible for managing a portfolio of our largest merchant customers, 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 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 in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Management role
- 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 stakehol