PayPal Customer Support Specialist 

Australia, New South Wales, Sydney 

180268177

Your day-to-day

In your day-to-day role, you will:

• Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service

• Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs,

• Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction

• Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance)

• Resolve merchantdisputes/adjudications,including process documentation and communication

• Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents

• Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering.

• Manage case reviews, provide account support and configuration, handle compliance and risk documentation

Qualifications:

• Minimum 2-3 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Management role

• Experience delivering client-focused solutions that meet customer needs

• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)

• Experience in Looker, Tableau, other data visualization tool would be preferable

• Prior payments industry experience preferred

• Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions

• Experience successfully navigating matrixed, cross-functional team environments

• Ability to work at pace and tenaciously pursue resolution of complex issues

• Bias towards action and desire for continues learning and development

• Bachelor’s degree or equivalent experience