Customer Care Rep

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: This job assists customers via phone, chat, and email, addressing inquiries about products, services, accounts, and transactions. You'll research issues, interpret transaction activity, and resolve concerns to support their business. By providing proactive guidance and real-time solutions, you'll enhance customer loyalty while ensuring privacy, security, and compliance with account guidelines.

Job Description:

As a Teammate you will:

• Confidently answer contacts, through multiple channels (i.e.. Phone, Email, Chat), from customers our company's products and services.
• Proactively guide and address customer questions throughout entire contact regarding but not limited to; PayPal Products, Services, Buttons, Shipping Labels, Marketing Promotions, PayPal Here, Digital Coupons, Invoices and simple Integration Support.
• Champion the customer's issues and work on their behalf to achieve resolution to queries real time and build long term loyalty and value.
• Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers.
• Take a dynamic approach with customers, research inquiries using appropriate technology, reach a complete and accurate resolution while addressing future business needs to prevent customer recontacts.
• Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers' understanding about features and benefits of PayPal products in order to improve their satisfaction and expand their relationship with PayPal
• Balance the needs of the customer and business while driving loyalty and long-term value
• Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, policy and/or process pain points.
• Own your own learning and work to develop skills through all knowledge channels about PayPal's business, new features, products and services.
• Conduct occasional outbound contacts to deliver consumer and merchant education via telephone, email or chat. Ensure new consumers and merchants acknowledge general PayPal related policies and processes and facilitate them to activate transactions.
• Develop and maintain cross functional proficiency within selected departments, including buyer product information, Compliance and Risk Operations.

Additional_Responsibilities_And_Preferred_Qualifications:

Qualifications:

• At least 2 years Customer Service Experience – ideally with fintech/financial services/tech and product background + upselling/cross-selling/sales
• Preferred experience in blended complex programs both with voice and non-voice
• Strong analytical and problem-solving skills / strong knowledge in own metrics and meeting performance targets
• Resilient, high on empathy, professional maturity, integrity, customer focus, and adaptability
• Collaborating with leaders to implement strategy and process improvement
• Independent / Self-management [non handholding] / works with less supervision
• This is a full-time position in a Contact Centre, including scheduling on weekends and statutory holidays. Shifts may vary, ranging from early morning, midday, afternoon, evening, and overnight shifts.

Skills Required:

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
• Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
• Strong written (email) communication utilizing proper grammar and punctuation
• Ability to work independently while making sound business decisions on case information
• Well-developed sense of urgency and follow through
• Ability to multitask using multiple systems, screens, and tasks during customer contacts
• Time Management and adherence to schedules
• Ability to learn and adapt to new software technologies

Leadership Principles:

• Put People First: Provide and seek constructive feedback – clear is kind; Choose Inclusion and foster belonging
• Work Customer Back: Focus on our customers' greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences
• Win Together: Do the right thing; Operate with velocity and an ownership mindset; Deliver great end-to-end results; Work as One PayPal
• Research
• Understand the issues behind a customer inquiry
• Driven by curiosity – Self-starter with continual interest in learning
• Resolve
• Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions
• Ability to work independently while making sound business decisions on case information
• Innovate:
• Proactively look for ways to improve internal processes
• Work hard / play hard – Fast-paced paced yet fun working environment
• Be a Team player - We win as a team

Competencies:

• Customer focus
• Strong listening skills
• Problem solving & solutions-oriented
• Remains calm under pressure
• Drive for results
• Functional / technical skills
• Upholds strong ethics and values, integrity and trust

Capabilities and Skills:

Empathy and Customer focus

• Communicate with clarity
• Genuinely care about helping customers to resolve their cases
• Actively listen and ask questions in a positive and professional manner to find the quickest resolution
• Work independently while making sound business decisions for customers
• Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal.

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit

Who We Are:

To learn more about our culture and community visit

Commitment to Diversity and Inclusion

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

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.