Merchant Services Customer Support - Uk Smb Roi jobs at Paypal in Ireland, Dublin

Your Day to Day

• Responsible for working and responding professionally to customer inquiries via multiple communication channelsprimarily inbound telephone calls with some messaging included.
• Making outbound calls to customers to help resolve issues in the most efficient and customer-friendly manner
• Effectively identify problems and issues by performing relevant research using the appropriate tools
• Effectively work and respond to processes within the regulated requirements and timelines, keeping in mind the financial and reputational risks
• Providing feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues
• Deciding on the outcome of complex issues keeping in mind that decisions may impact customer retention, PayPal loss or savings, as well as result in legal action or reputational damage

What you need to bring

• Experience in one or more of the following areas: Customer Service, Call Centre, Credit Services, Lending, Transaction Processing, Account Processing or Debit Services
• Experience in a financially regulated environment is desirable
• Ability to communicate effectively via telephone by utilising soft skills, active listening and speaking to customers
• Ability to communicate effectively via messaging by utilising proper grammar and punctuation skills
• Ability to handle multiple complex and high-priority tasks simultaneously
• Ability to make discretionary decisions based on research and within the regulations
• Well-developed sense of urgency and follow-through
• Proficiency in the use of computer systems with the ability to learn and adapt to new software technologies

Competencies

• Strong customer focus, putting the customer at the heart of what we do
• Ability to manage your time effectively
• Experience working with targets with a strong drive for results
• Excellent listening skills
• Composure
• Problem-solving skills
• Integrity and trust
• Ability to demonstrate ethics and values
• Action-oriented

Our Benefits:

Any general requests for consideration of your skills, please

• Respond to customer inquiries via phone and chat, providing support for products, services, accounts, and transactions while maintaining production, quality, and customer satisfaction standards.
• Outreach to merchants with the goal of strengthening their engagement with the PayPal platform while proactively identifying opportunities for collaboration and growth.
• Research, resolve, and take necessary actions to address customer concerns, proactively identifying and preventing future issues.
• Identify and assess the specific needs of each merchant to deliver customized recommendations on PayPal's products, features, and benefits, aiming to enrich their user experience and optimize long-term value.
• Provide regular feedback on process improvements, as well as necessary policy or product updates.
• Maintain compliance with security and confidentiality policies while ensuring adherence to departmental procedures.
• Continuously develop expertise in PayPal products, policies, and procedures, applying independent judgment and problem-solving skills to deliver excellent customer service.

Minimum Qualifications:

• Minimum of 3 years of relevant work experience
• Fluent English is required for this role
• Strong verbal communication skills utilizing active listening and clearly speaking to customers
• Strong written communication utilizing proper grammar and punctuation

• Strong organizational, communication, and interpersonal skills.
• Proven ability to drive results through a clear vision and strategic direction.
• Skilled in prioritizing tasks, identifying urgent needs, and delegating responsibilities to ensure timely achievement of goals.
• Enthusiastic learner with a keen ability to adapt to new software and technologies.
• Experience with external systems, internet applications, and CRM tools, including proficiency in Microsoft Office Suite.
• Capable of multitasking across multiple systems, screens, and tasks during customer interactions.
• Excellent time management skills and commitment to adhering to schedules.

Core Competencies:

• Customer Focus
• Listening skills
• Problem solving
• Composure
• Drive for results
• Functional/Technical Skills
• Ethics and Values
• Integrity and Trust

Belonging at PayPal:

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Identify and address sales-related issues.
• Recommend and implement best practices.
• Lead functional projects and programs.
• Analyze business trends to drive sales improvements.
• Collaborate with team members to achieve sales goals.

Expected Qualifications:

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

1. Lead and Develop a High-Performing Team

• Supervise, coach, and mentor AEs and Team Leads to drive individual and collective success.
• Establish clear goals, KPIs, and accountability standards for performance and behavior.
• Foster an inclusive, growth-oriented environment built on trust, feedback, and shared success.

2. Drive Sales Results

• Own team quotas and deliver consistent revenue and conversion outcomes.
• Monitor key metrics (lead response time, conversion, deal size, win rate, churn) and take data-driven corrective action.
• Lead pipeline reviews, deal coaching, and strategic forecasting.

3. Strengthen Process and Execution

• Refine and enforce the inbound sales process — from lead handling to qualification, follow-up, and close.
• Ensure CRM discipline and accurate forecasting through effective Salesforce management.
• Partner with Marketing and Product to align lead generation, product updates, and feedback loops.

4. Coach and Empower Team Leaders

• Partner closely with Team Leads, ensuring they are equipped to lead by example and support peer development.
• Build leadership capability across the team through coaching, feedback, and developmental planning.

5. Cross-Functional Collaboration

• Work across departments (Marketing, Product, Operations, Customer Success) to enhance lead flow, product-market fit, and customer outcomes.
• Represent the voice of the sales team in strategy sessions and planning discussions.

Our Benefits:

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions.
• Research and resolve customer concerns accurately, proactively addressing potential future issues to minimize recontacts.
• Provide guidance and education on PayPal products, features, and services to enhance customer satisfaction and drive long-term value.
• Act as an escalation point for agents, assisting with complex customer interactions and ensuring timely resolutions.
• Mentor and coach new agents through one-on-one and group training, tracking progress and providing feedback.
• Provide regular feedback to managers and team leads on agent performance, customer issues, and process improvements.
• Maintain account confidentiality, ensuring customer privacy and security in all interactions.
• Collaborate with operational support teams to identify and resolve system or process issues impacting customer experience.
• Process and manage customer interactions across multiple communication channels, including consult lines, escalation lines, email, fax, and work queues.

Expected Qualifications:

• 2 years of relevant work experience

Minimum Qualifications:

• Fluent English and French are required for this role
• Strong verbal communication skills, utilizing active listening
• Strong written communication utilizing proper grammar and punctuation

Preferred Skills/Experience:

• Strong organizational, communication, and interpersonal skills.
• Proven ability to drive results through a clear vision and strategic direction.
• Skilled in prioritizing tasks, identifying urgent needs, and delegating responsibilities to ensure timely achievement of goals.
• Enthusiastic learner with a keen ability to adapt to new software and technologies.
• Experience with external systems, internet applications, and CRM tools, including proficiency in Microsoft Office Suite.
• Capable of multitasking across multiple systems, screens, and tasks during customer interactions.
• Excellent time management skills and commitment to adhering to schedules.

Core Competencies:

• Customer Focus
• Listening skills
• Problem solving
• Composure
• Drive for results
• Functional/Technical Skills
• Ethics and Values
• Integrity and Trust

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Generate leads and drive inbound and outbound prospecting.
• Identify cross-sell and upsell opportunities and drive to close.
• Respond to inbound leads generated through marketing campaigns and other various channels.
• Provide customers with tools and resources needed to self-onboard; confirm live-to-site and follow-up on in-flight opportunities as needed.
• Track and log all customer interactions, opportunities, outcomes, and follow-ups in Salesforce.

Minimum Qualifications:

• Minimum of 2 years of relevant work experience and a Bachelor's degree or equivalent experience.

• Receive a high volume of inbound calls and chats from merchants (in both Italian and English ) who have a payments need or require assistance

• Consistently follow up with in-flight opportunities until products are “live-to-site”

• Develop exceptional relationships with business owners by building rapport and developing trust to understand their specific challenges

• Be an expert in the suite of merchant solutions PayPal offers, and identify which solutions solve the merchant’s needs

• Listen attentively to customer needs and concerns; demonstrate empathy while overcoming objections

• Understand quickly which sales opportunities to close internally and which to escalate to specialists

• Demonstrate strong ability to close deals while maintaining a high level of customer satisfaction

• Meet and exceed established productivity goals

• Utilize Salesforce to log, track, and maintain customer records

• Collect and share merchant insights with Marketing, Product, and other departments

• Fluency in Italian and English (written and spoken) is essential

• A track record of success in over-achieving goals or quotas

• Superb interpersonal skills with the ability to build trust quickly over phone and chat

• Passion for helping small businesses and working closely with business owners

• Highly competitive with a strong drive to succeed

• Excellent listening and communication skills

• Self-motivated with strong work ethic and ability to work independently and as part of a team

• Demonstrated problem-solving skills to close business efficiently

• Experience with Salesforce (preferred but not required)

Our Benefits:

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Lead functional projects and programs that drive business or process improvements.
• Identify issues and recommend best practices based on specialized expertise.
• Partner with cross-functional teams to analyze business trends and implement solutions.
• Contribute to the development and execution of strategic initiatives within the sales function.
• Monitor and evaluate the effectiveness of sales processes and make recommendations for enhancements.

Minimum Qualifications:

• Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

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• Collaborate with market leadership to build the local strategy and ensure his/her team is aligned and committed.
• As a leader within SMB Sales in PayPal, you will share best practices across all regions & functions.
• Ensure compliance with all internal procedures. Drive value for our members and minimize risk while maximizing continuity of service.
• Drive revenue growth of PayPal products and solutions by meeting or exceeding new sales goals on a monthly and annual basis.
• Manage and enhance performance criteria, assessment tools, and escalation processes across these markets.
• Identify opportunities for future growth and scale to capitalize on the total potential market opportunity.

• Leadership & Strategy: Develop and execute a comprehensive sales strategy to maximize lead conversion, accelerate revenue growth, and enhance customer satisfaction.
• Team Management: Lead, mentor, and develop a team of sales managers and representatives, fostering a high-performance culture that drives results.
• Sales Execution: Optimize lead handling processes to improve efficiency and conversion rates while ensuring a seamless merchant experience.
• Cross-Functional Collaboration: work closely with marketing, customer success, product, and data analytics teams to refine lead generation, qualification, and nurturing strategies.
• Performance Management: utilize data-driven insights and sales metrics (e.g., conversion rates, average deal size, and pipeline velocity) to measure success and implement continuous improvements.
• Process Optimization: leverage automation, CRM tools, and AI-driven insights to enhance sales effectiveness and reduce lead-to-live time.
• Stakeholder Engagement: communicate sales performance, opportunities, and challenges to senior leadership, aligning with overall business objectives.
• Forecasting: provide data-driven forecasts to senior leadership based on historical trends, pipeline engagement, and market insights to support strategic planning and decision-making.

• Fluent English and Italian is required for the role.
• Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
• 8+ years of experience in sales as a rep and as a team leader, with a strong track record in outbound sales or inside sales.
• Proven experience in managing and scaling high-performing sales teams in a fast-paced, data-driven environment.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Exceptional communication and stakeholder management skills.
• Experience in fintech, payments, or e-commerce, together with Italian market knowledge are a plus
• Proficiency in CRM tools (e.g., Salesforce) and sales enablement technologies (es: Gong Engage)
• Analytical capabilities together with the ability to deduce relevant synthesis and identify impacting actions

Our Benefits:

Any general requests for consideration of your skills, please

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.

Essential Responsibilities:

• Drive demand generation and qualification through cold calling, email outreach, and inbound lead response.
• Negotiate and close contracts, addressing legal, financial, and technical concerns effectively.
• Conduct thorough discovery to analyze customer needs and present pre-packaged solutions and use-cases.
• Maintain a rigorous pipeline with accurate forecasting and regular reporting on pipeline status and revenue forecasts.
• Collaborate across departments to ensure alignment and leverage customer insights to optimize offerings.

Minimum Qualifications:

• Minimum of 2 years of relevant work experience and a Bachelor's degree or equivalent experience.

Our Benefits:

Any general requests for consideration of your skills, please