Manager, Customer Care

Job Summary

This job assists customers via phone, chat, and email, resolving complex issues with specialized expertise in various domains. You will act as an escalation point, mentor new agents, and enhance customer experiences through expert guidance. You will manage queues, recommend process improvements, handle high-impact cases, refine workflows, and ensure compliance while shaping policies beyond general servicing. In addition, you will work to enhance processes and assist in leading servicing strategy with a focus on the entire customer journey.

Essential Responsibilities

• Solve complex customer issues by leveraging specialized expertise to diagnose and resolve challenging problems.
• Manage escalations by handling high-impact cases that require advanced problem‑solving and policy knowledge.
• Ensure compliance and security by applying regulations and best practices to protect customer data and mitigate risks.
• Reduce customer friction by improving self‑service tools, analyzing trends, and addressing common pain points.
• Mentor and support teammates by coaching agents, sharing insights, and reinforcing best practices.
• Enhance processes by identifying inefficiencies and recommending improvements to streamline operations.
• Lead self‑help initiatives by developing strategies to expand and optimize customer self‑service capabilities.
• Support platform migration by ensuring a smooth transition to a multi‑tenancy self‑help system.
• Identify customer experience gaps through research and data analysis, driving meaningful improvements.
• Own key metrics and strategy by leading initiatives that enhance customer support operations and satisfaction.

Minimum Qualifications

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

Additional Responsibilities & Preferred Qualifications

• 3 years’ experience in the Call Center and/or Fintech industry. Possess strong collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines.
• Highly analytical with a great understanding of call‑center metrics, workforce planning and financial budgeting process.
• Strong problem‑solving skills.
• Process / Project Management experience.

Benefits

At PayPal, we’re committed to building an equitable, inclusive global economy. We offer comprehensive, choice‑based programs to support all aspects of personal wellbeing—including paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

Equal Employment Opportunity

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.