We're looking for a highly organized enterprising person, change champion and problem-solver who wants to elevate our merchants & stakeholders by proactively guiding, delivering quality and efficiencies to meet and exceed their expectations. To be successful in this role you will exhibit strong ownership and communication skills; integrating meaningful questions and learnings to address current and future needs in partnership with our merchants.  
 
You will engage with PayPal merchants, partner banks, Underwriting teams, and Customer Success Managers, to name a few, to provide expert guidance on account configuration, insight into payments, processing questions, and all things Braintree by thinking strategically and holistically about a merchant’s individual needs. 
 
After comprehensive training on the product, you should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse merchant base, which includes some of the most recognizable online companies, while also welcoming aboard the new wave of innovative e-commerce businesses.  
 
Day-to-day tasks include fielding merchant & stakeholder requests for back and front-end account changes, helping our merchants navigate our products, and educating them on the complex e-commerce industry. 

Job Responsibilities: 

• Respond to inbound cases and email or voicemail escalations, fully answering merchant questions and anticipating additional needs  

• Proactively guide and educate our merchants - including in relation to integrations, account configuration, reconciliation, insight into payments, processing questions, and all things Braintree. 

• Assist merchants globally with applications, addressing pricing, feature & reporting questions as they arise during the process including regulatory updates for compliance issues  

• Confidently answer contacts and complete outreach with Braintree merchants as needed through cases as part of our escalation process via phone outreach. 

• Offer guidance on optimizing checkout experience by thinking strategically and holistically about a merchant’s individual needs. 
   

• De-escalate merchants facing challenges with their processing our or products.  
   

• Work with merchants and our Finance team to ensure pricing is advantageous to both parties. 

• Engage stakeholders, escalate feedback, and build strong partnerships to drive proactive initiatives that remove any barriers and create elevated experiences for Braintree Merchants.  

• Collaborate with other internal teams to solve complex merchant issues, taking on each request as a unique opportunity to improve a merchant’s experience  

• Business growth mindset, driving tailored programs to ensure continuous business success and added value services. 

• Take a dynamic approach to consulting - using all tools, resources, and technology to reach a complete and accurate resolution while integrating meaningful questions and learnings to add value to our merchant portfolio. 

Beyond the day-to-day:  

Once a Client Servicing Expert is comfortable with day-to-day queue work, you will be expected to continue their personal development and contribute to the team in other meaningful ways:  
 

• Collaborating with other Product and Operational teams via Slack, our internal chat tool 
   
  Updating internal documentation and providing regular feedback to improve our internal Support Articles 
   

• Offer insight as a stakeholder with other teams to make enhancements to the merchant experience   
   

• Continuously find ways to help us make our internal processes more efficient 
    

Preferred Qualifications: 

• Champions diversity, inclusion, equity and belonging. 

• Curious and quick learner, through both formal and informal training. 

• Comfortable working in teams and confident operating autonomously with a high level of responsibility. 

• Proven record of accomplishment of communicating successfully with internal and external customers of all skill levels (strong verbal and written communication skills).  

• Strong interpersonal and presentation skills; ability to talk and present confidently in front of key internal and external stakeholders. 

• Ability to think creatively, ask questions and challenge the status quo. 

• Ability to prioritize, manage time and absorb complex procedures efficiently. 

• Ability to effectively communicate with leadership and executive teams regularly. 

• Strong attention to detail and a focus on delivering high quality work.  

• Comfortable with repetitive tasks and an eye for detail in a high-volume environment.  

• Must be a self-starter, self-learner, and have unparalleled resourcefulness.   

• Be comfortable with consistent change - agility is key!   

• A collaborator – someone who has previous experience working with various departments and individuals. 

• You should feel brave leaping into the unknown and always be able to ask why.   

• Strong problem-solving skills and stakeholder management. 

• Proficient in working with MS (Merchant Support) suites; excel-savvy, and technically adaptable.   

• Bachelor’s degree or equivalent work experience.  

Competencies  

• Diversity & Inclusion  

• Customer Focus  

• Drives for Results, Managing / Measuring Work  

• Shared Values / Ethics  

• Change Management  

• Delegation  

• Organizational Agility 

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.