The Company
PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.
We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.
We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.
Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.
Job Summary:
This job assists customers via phone, chat, and email, addressing inquiries about products, services, accounts, and transactions in the Portuguese market. You’ll research issues, interpret transaction activity, and resolve concerns to support their business. By providing proactive guidance and real-time solutions, you’ll enhance customer loyalty while ensuring privacy, security, and compliance with account guidelines.Job Description:
This is a remote position within Ireland.In your day-to-day role, you will:
• Respond to customer inquiries via phone, email, and chat, providing support on products, services, accounts, and transactions.• Research and resolve customer concerns accurately, proactively addressing potential future issues to minimize recontacts.• Provide guidance on PayPal products, features, and services to enhance customer satisfaction and drive long-term value.• Maintain account confidentiality, ensuring customer privacy and security in all interactions.• Recommend solutions and alternatives that align with customer needs and business objectives.• Escalate issues when necessary and relay customer feedback on product improvements and policy enhancements.• Continuously develop knowledge of PayPal’s business, features, and services, contributing feedback to improve processes and tools.• Maintain a dedicated, distraction-free remote work environment with a stable internet connection and secure device usage.• Stay actively engaged with your remote team through virtual channels, participating in team chats, video calls, and collaboration tools.• Follow remote work best practices, including task tracking, regular updates to team leads, and proactive communication.
Minimum Qualifications:
• Fluency in both Portuguese & English is required for this role.
• Minimum of 1 year of relevant work experience in remote environment. • Technical Proficiency: Comfortable navigating multiple systems/tools simultaneously, quickly learns new digital platforms and updates and troubleshoots basic tech issues independently.• Collaboration in a Remote Team: Proactively communicates with team leads and peers, shares updates, flags issues, and supports others in chat groups. Engages positively in virtual meetings and discussions.• Self-Motivation & Accountability: Manages time effectively without direct supervision in the virtual world, consistently meets or exceeds performance and quality targets and takes ownership of tasks and follows through independently.• Communication Skills (Written & Verbal): Written - Communicates clearly, professionally, and empathetically in chat. Verbal - Speaks confidently and with clarity during phone interactions. Adapts to the tone of the channel and customer needs and actively listens and asks clarifying questions when needed.• Time Management & Prioritization: Manages queue, breaks, and workload efficiently in a remote setup adhering to schedule and prioritizes tasks based on urgency and impact. • Problem-Solving & Critical Thinking: Analyses issues and finds appropriate solutions efficiently, uses sound judgment to decide when to escalate and applies learning from past cases to resolve new challenges.• Decision-Making: Makes confident, informed decisions within policy guidelines, balances customer satisfaction with operational efficiency and manages edge cases responsibly without constant input.• Adaptability & Resilience: Adjusts quickly to shifting priorities or new procedures, maintains professionalism during high volumes or challenging interactions and stays solution-focused even under pressure.• Customer-Centric Mindset: Demonstrates empathy, patience, and a genuine desire to help, builds rapport quickly with customers via chat and voice and strives for first-contact resolution and high satisfaction.• Ethics & Values: Upholds the organization’s values in all interactions, respects diversity, equity, and inclusion and makes decisions with fairness and responsibility in mind.• Integrity & Trust: Demonstrates honesty and transparency in all communications and builds trust with customers and colleagues through consistent, ethical behavior.Preferred Qualification:
NA
Subsidiary:
PayPalTravel Percent:
0For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
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.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.
Who We Are:
Click Here to learn more about our culture and community.
Commitment to Diversity and Inclusion
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 at talentaccommodations@paypal.com.
Belonging at PayPal:
Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.
Any general requests for consideration of your skills, please Join our Talent Community.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.
