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PayPal Sr Specialist Enterprise Servicing 
United States, Ohio, Toledo 
817434495

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The ESS provides outbound/proactive and inbound/reactive support, maintenance and consultation, providing assigned merchants with effective issue resolution within established SLAs, supporting merchant servicing actions and ensuring operational excellence to maximize merchant health.The individual acts as the first point of contact for all servicing requests and advocates for their assigned portfolio of accounts.

Essential Responsibilities:

  • Develops strategic engagement plans that anticipate client needs and enhance satisfaction. Facilitates workshops or training sessions to deepen client relationships.
  • Creates and implements communication strategies that promote clarity and engagement. Provides coaching to peers on effective communication techniques.
  • Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues. Shares knowledge with team members.
  • Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues. Shares knowledge with team members.
  • Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
  • Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
  • Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
  • Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
  • Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
  • Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
  • Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
  • Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.

Expected Qualifications:

  • Minimum of 5 years of relevant work experience and a Bachelor's degree or equivalent experience.

Responsibilities:

  • 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 answerspecificproduct questionsdirectly orby 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 beultimately accountable

  • Drive issue resolution for high complexity intentsin partnership withspecialistteams,Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and SiteReliabilityEngineering

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

Qualifications:

  • Experience delivering client-focused solutionsthat meetcustomer

  • proficiencyin Microsoft Office Suite (Excel, PowerPoint, Word)

  • Experience in Looker, Tableau, other data visualization tool, or willingness to learn

  • Prior payments industry experience preferred

  • Demonstrable ability toclearlycommunicate,compellinglypresent to, andsuccessfullyinfluence key stakeholdersacross functions

  • 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

Travel Percent:

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit .

The US national annual pay range for this role is $94,000 to $156,200


Our Benefits:

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

Any general requests for consideration of your skills, please

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