Team Leader, Venmo

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: We are searching for an enthusiastic and results-driven Team Lead to join us at PayPal on our Venmo Customer Support team. As a Venmo Team Lead, you will build, develop and retain a group of teammates into becoming a high-performing team that meets and exceeds performance goals. The Team Lead drives world-class customer experience results through high-impact coaching and the development of their teammates. You will engage with your direct reports and foster an open, collaborative environment in which developmental feedback and career coaching are a primary focus. The Team Lead operates in a diverse and inclusive environment role modeling strong values and ethics. Our team is agile to the changing needs of our customers and supports and drives needs-based initiatives through effective communication, coaching, best practice sharing, and calibrations.**Job Description**:**Responsibilities**- Demonstrates extreme ownership and attention to detail- Sets clear goals and measurement, drives team results to achieve/exceed organization goals/KPIs- Coaches and empowers teammates to create an exceptional customer experience and makes the right decisions within defined operational guidelines- Utilizes behavioral-based coaching model to include Situation Based Coaching and Trend Based Coaching to enable teammates to be successful in delivering great customer experiences and achieving goals- Utilizes Situational Leadership skills to effectively adjust coaching style to the performance and knowledge level of the teammates being coached- Develops teammates to their fullest potential by helping them succeed, providing development feedback and career coaching- Utilizes Performance Development Planning process to enable teammates to set create and follow up on plans for teammate career development- Utilizes effective time management skills to ensure effective prioritization of time to drive results through leveraging high-impact coaching and development activities- Creates an inclusive and trusting work environment and culture so teammates are motivated to perform at their highest level while bringing the best of themselves to work- Prepares for and leads the required number of 1:1 coaching and team learning sessions and stand-ups/huddles that are interactive, engaging, and teammate driven based on developmental needs- Actively participates in teammate selection and on-boarding, internal talent movement, and training needs assessment and closure of knowledge gaps- Utilizes a diverse range of development methods (i.e., classroom, exposure, mentoring, on-the-job training, and experience) to grow Senior Agents (ICA) / Specialists and teammates- Champions change in department / functional area by supporting others through the phases of change, communicates positively and consistently through the change- Reviews communicates and coaches daily performance, quality, behavior, and attendance standards at the individual and team levels. Utilizes formal correction action procedures as required- Reviews and approves team timesheets**Preferred Qualifications**- Strong verbal and written communication skills, and the ability to effectively communicate with teammates, peer leaders, and business unit leadership- Ability to direct and motivate others and effectively delegate in order to achieve goals- Demonstrated ability to drive for results; understand and articulate the impact of key metrics on teammate and department results- Utilizes data from Business Performance Analysts findings to improve teammate performance- Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement- Demonstrated advanced knowledge of financial services and payment technology industry- Ability to mentor teammates and overcome resistance to achieve positive results for goals and metrics- Ability to effectively balance company and customer needs to deliver against customer experience targets and business goals- Strong time management skills- Proficiency in cloud-based tools and systems (Internet, Office Applications) and proficiency in and/or ability to quickly learn internal business systems**Job Requirements**- 2+ years of related customer service experience- Prior people and change leadership experience- Fluent (oral & written) in English- College diploma or University degree**Competencies**- Coaching, Developing & Retaining Teammates- Diversity & Inclusion- Customer Focus- Acquiring and On-boarding Teammates- Drives for Results, Managing / Measuring Work- Shared Values / Ethics- Chan