Sr. Specialist, Customer Care

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 Summary: This job assists customers via phone, chat, and email, resolving complex issues with specialized expertise in various domains. You will act as an escalation point, mentor new agents, and enhance customer experiences through expert guidance. You will manage queues, recommend process improvements, handle high-impact cases, refine workflows, and ensure compliance while shaping policies beyond general servicing. In addition, you will work to enhance processes and assist in leading servicing. strategy with a focus on the entire customer journey. Job Description: Essential Responsibilities: Solve complex customer issues by leveraging specialized expertise to diagnose and resolve challenging problems. Manage escalations by handling high-impact cases that require advanced problem-solving and policy knowledge. Ensure compliance and security by applying regulations and best practices to protect customer data and mitigate risks. Reduce customer friction by improving self-service tools, analyzing trends, and addressing common pain points. Mentor and support teammates by coaching agents, sharing insights, and reinforcing best practices. Enhance processes by identifying inefficiencies and recommending improvements to streamline operations. Lead self-help initiatives by developing strategies to expand and optimize customer self-service capabilities. Support platform migration by ensuring a smooth transition to a multi-tenancy self-help system. Identify customer experience gaps through research and data analysis, driving meaningful improvements. Own key metrics and strategy by leading initiatives that enhance customer support operations and satisfaction. Minimum Qualifications: 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience. Additional Responsibilities & Preferred Qualifications: Demonstrated ability to provide structured coaching and performance feedback that drives measurable quality improvement and operational consistency Strong understanding of quality assurance methodologies, calibration practices, and root cause analysis within customer support or legal operations environments Experience maintaining and improving SOPs, process documentation, and knowledge management resources across cross-functional teams Ability to interpret complex policies and translate them into clear operational guidance for frontline specialists and leaders Proven capability to identify operational risks, process gaps, and compliance concerns, with a proactive approach to remediation and continuous improvement Experience partnering with global stakeholders across Legal, Compliance, Operations, Risk, and Technical teams in a fast-paced environment Strong analytical and reporting skills with the ability to identify quality trends and provide actionable recommendations to leadership Excellent communication and stakeholder management skills, with the ability to influence and support teams through change and process updates Experience supporting onboarding, training, and upskilling initiatives through mentorship, shadowing, and knowledge transfer activities Subsidiary: PayPal Travel Percent: 0 PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes.  Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately.  To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.  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 comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health. Who We Are: Click Here to learn more about our culture and community. 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 paypalglobaltalentacquisition@paypal.com.   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.