Customer Experience Supervisor

Los Angeles, CA, United States

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** Customer Experience Supervisor in Los Angeles, California, United States of America at PayPal**

**Date Posted:** 2/16/2022 Share With: **Job Snapshot**

* **Employee Type:**

Full-Time

* **Location:**

* **Job Type:**

* **Experience:**

Not Specified

* **Date Posted:**

2/16/2022

* **Job ID:**

R0085988

**Job Description**

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. Were a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. Were guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

As the Customer Experience Supervisor, you have a substantial impact by being responsible for ensuring that our new and existing customers, location partners, and retailer partners have the best experience possible with Happy Returns. The Customer Experience Supervisor will be directly responsible for the customer experience team. In addition to supervisory duties, the CES will be the Escalation Supervisor for any issues or urgent needs that require intervention from our customers and partners. This position will also provide reporting and will participate in or lead special projects as needed. The Customer Experience Supervisor must possess an absolute passion for Customer Satisfaction!

**Responsibilities**

Customer Experience Supervisor will:

* Manage the day-to-day operations of the customer experience team.

* Provide timely and world-class support for phone and email contacts for our B2B and B2C customers which includes location team members, retail brand partners, and shoppers.

* Resolve and advise Customer Experience Specialists during customer escalations.

* Direct supervision of customer experience resources (CRM, VOIP phone system, chat platform, etc.)

* Create and maintain operational reporting as required by the Manager of Operations - Customer Experience.

* Work on small to medium customer support projects to ensure company and department objectives are met.

* Perform all other tasks as necessary to ensure the success of the Operations team for location partners, retailers, and end customers

* Report to the Manager of Operations - Customer Experience

**We are looking for someone with:**

* Bachelors Degree preferred or equivalent experience

* High energy, enthusiastic and friendly

* Ability to quickly come up with solutions and resolve problems

* Exceptional written and verbal communication skills

* Ability to receive constructive feedback and make positive improvements

* Capable of managing up

* Can quickly establish relationships and determine the needs of others

* Has the aptitude to work well in a fast-moving, rapidly-evolving environment

* Ceaseless determination setting and attaining goals

* Impeccable organization and communication skills

* Ability to work well both independently and in a cross-functional team

* Passion for the problem Happy Returns is solving

* Working knowledge of CRM and VOIP phone system

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPals 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

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 [email protected]. As part of PayPals commitment to employees health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

R0085988

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