Supervisor Customer Care Merchant Portuguese/spanish jobs at Paypal in Brazil, São Paulo

Essential Responsibilities:

• Coach and develop teammates through regular feedback, career guidance, and performance evaluations to maximize their potential.
• Set clear goals, monitor key metrics, and drive team performance to exceed organizational KPIs and customer expectations.
• Lead 1:1 coaching, team learning sessions, and stand-ups, tailoring development to individual and team needs.
• Champion change, support teammates through transitions, and cultivate a resilient, high-performing team culture.
• Ensure quality, compliance, and operational excellence by conducting case, email, and phone interaction reviews each month.
• Actively participate in hiring, onboarding, internal talent movement, and identifying and addressing training needs.
• Empower teammates to make informed decisions and create outstanding customer experiences within established guidelines.

Expected Qualifications:

• 4 years of relevant work experience

Highly important requirement on language capability:

Proficient in Portuguese and Spanish and has good comms skills in English as well.

Our Benefits:

Any general requests for consideration of your skills, please

Core Duties:

• Answer phone calls and/or emails from customers to resolve their queries in real time or work with the most relevant PayPal department so it can be handled in a timely manner

• Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc.

• Tracks inquiries to their resolution; escalating i

• ssues when necessary.

• Documents responses and logs as required according to our workflows.

• Follow up to process tickets and transaction requests getting back to the customer in a timely manner.

• Perform other duties and required.

• Skills Required:

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

• Strong verbal (phone) communication skill

• s 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

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

Adaptability

• Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc

• Ability to multi-tasking – multiple systems, screens, active listening

Ethics, Values, and Integrity

• Lead with respect, honesty, and accountability

• Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines

• Staying compliant with systems and processes along with maintaining data integrity

Time Management

• Adhere to schedule and metrics, such as average handle time

• Using the right tool to complete tasks

• Follow through from start to end when helping a customer in the most efficient way possible

Team Player

• Actively contributes to the team to ensure success

• Share knowledge with team on best practices

• Show respect to each other and customers

Dependability and Reliability

• Follow through on commitments and consistently meet deadlines

Our Benefits:

Any general requests for consideration of your skills, please