Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. Interactions like seamlessly paying for your ride share -- or the condo you rented this weekend -- without presenting a card or pressing a button, or buying a lamp on Pinterest...right from Pinterest. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience. 

Acquired by PayPal in 2013, Braintree is now in an even greater position to change the way people pay. Headquartered in Chicago, Braintree has offices in San Francisco, New York, Sydney, London with employees stationed around the world. 

Training, Quality and Procedures Manager

Do you set the bar high for Customer Service and continue raising it throughout the day? If yes, then we may have the role for you. Braintree Accounts is looking for someone to lead our Training, Quality, and Internal documentation team in Chicago. The ideal candidate will have hands-on experience in developing training, quality assurance, and documentation programs. This position requires creative thinking and a willingness to do things differently. Our Account Management team is growing, so the right candidate will be energized by the challenge of building and implementing consistent programs that provide great value to the customer experience.

Responsibilities:

• Training
• Design and implement SMB, Mid-Market, Large Enterprises new hire programs as well as on-going trainings, policies and procedures
• Develop measurements to ensure we are creating the best training for our teammates - both to ensure effectiveness of existing training and to help find gaps for future trainings
• Deliver training to new hires and current Treeps, including class-room, shadowing, case-studies, role-play, etc
• Quality
• Complete monthly Quality Assurance checks for Account managers to provide feedback and coaching for continuous performance improvement.
• Develop tracking mechanism for Quality Assurance - both individual performance scores as well as team trends - and develop effective reporting tools
• Procedures (internal documentation)
• Act as primary person to own the development and implementation of new procedures
• Fully understand, assess, and work cross-functionally to recommend, implement and tweak new solutions and procedures, both within Braintree and PayPal systems
• Participate in product releases by documenting internal articles for the Account Management team
• Implement internal wiki and documentation
• Ensure team is aware and prepared for changes within the industry and company

Qualifications:

• 4+ years of customer service experience
• Training, quality, and/or policy development experience
• Experience answering merchant tickets and phone calls
• Strong analytical and reporting skills (Excel, Looker, PowerPoint)
• Experience with training, onboarding, and/or mentoring within their team
• Strong organizational skills and excellent follow-through
• High emotional intelligence, a can-do mentality, and a creative approach to problem solving
• Outstanding written, verbal, and interpersonal communication skills
• Demonstrated ability to simplify complicated processes
• Passion for leading and interacting with people
• Payments industry experience preferred