Second Line Support Expert

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: In 2018, Zettle became part of the PayPal family. Zettle is on a mission to help small businesses succeed in a world of giants. Tens of millions of small businesses worldwide are still being underserved by the traditional players. By giving small businesses the tools to get paid, sell smarter and grow, we’re empowering them to reach their full potential. Together with PayPal, we can reach 24 million merchants across the world with more of the affordable tools they need to thrive. Join us in putting an end to the ordinary way the world defines financial freedom.

**Job Description**:
We are looking for a Second Line Escalation Expert to join our Customer Support team in Edinburgh.

**Join the friendliest faces in FinTech**
- You will be dealing with escalations from our Support Agents in a timely and professional manner.
- You will take ownership of technical issues and make sure this gets shared with Product and Development Teams.
- You will provide solutions and workarounds to technical issues.
- You will assist with reporting and providing insights to different counterparts in the company.
- You will assist with the improvement of current business processes.
- You will proactively drive activities in order to decrease the number of new cases and escalated cases
- You will communicate updates on products and processes to our First Line Agents and other stakeholders.
- You will be a point of contact from Customer Support towards other departments including Legal, Risk, Sales, Logistics and third party partner
- You will be the link between our Support Agents and other teams within Zettle. You will be responsible for ensuring that enquiries receive a timely, accurate and proactive resolution and that escalations get prioritised by different parts of the business.

**We hire people. Not CVs.**
- We are looking for someone who has experience from working with first or second line support with excellent results
- Focused on processes and structured way of working
- Great interpersonal and written communication skills
- Fluency in English
- Experience from working with Salesforce and Jira is beneficial
- Experience from working with SQL queries and Splunk is beneficial

To succeed in this role, you are passionate about customer support and believe that great customer experience is core to any business. Structure comes naturally for you and you need to be a team player because you will work closely together with all departments in the Zettle organisation in order to solve the cases and improve processes in best way possible. You also need to have superb multi-tasking skills and a willingness to learn about our products, the support systems we are using and everything we are.

You have good sense for details and great interpersonal and communications skills. In addition you are also creative, enjoy a fast-paced work environment and are able to get things done.

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

Who We Are:
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.