About Us:

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.

The best talent deserves the best perks. Join the Braintree Team and you’ll get catered lunches, tuition reimbursement, public transit commute reimbursement, and much more! 

Check us out - Braintree on LinkedIn | Glassdoor | Facebook | Twitter

Role Description:

As a lead within the Support Organization, the Merchant Accounting Team Leader will support the team that provides first-touch pricing and reconciliation assistance to our merchants. This is a brand new team, so we’ll need a highly organized go-getter to lead, motivate, and build a team that consistently delivers on Braintree’s white-glove service experience. Our Support organization isn’t your average call center: teammates are highly motivated, proficient, and stakeholders in company initiatives. Because of this, as a lead, you’ll be expected to provide feedback, coaching, and career guidance to teammates, work with the Support leadership team to address knowledge gaps and training opportunities, assist in building and maintaining a diverse and inclusive workplace, and work with the Head of Support to execute new team strategies.

Responsibilities:

• Demonstrate and be a model for Braintree’s Values of Ask Why, Care A Lot, and Solve Together
• Be comfortable with the potential to lead multiple small teams within the Support organization -- we’re always growing!

Ask Why:

• Utilize and interpret data to make decisions and enhance merchant experience and team performance
• Be a stakeholder for product development and regularly champion teammate and merchant feature requests
• Proactively find opportunities to research and advocate for ways to make our processes better
• Know which questions to ask to make improvements not only within Support, but within the Braintree organization
• Seek opportunities to drive your personal development

Care, A Lot:

• Motivate, lead, and coach a diverse team of Analysts, aka Treeps
• Take a balanced approach to coaching, feedback, and development practices to help teammates improve their performance
• Monitor teammate performance and conduct one on one meetings and performance reviews
• Create an environment where teammates feel valued and enjoy their jobs
• Challenge Treeps to grow their skill set to help them pursue future career opportunities at Braintree

Solve Together:

• Be proactive in contributing resources to Treeps by providing hands-on support during high volume periods, by serving as an escalation point, and by collaborating to get through the toughest of issues
• Handle staffing responsibilities by creating and maintaining a daily schedule that balances the needs of the business and our teammates
• Assist in recruiting and development of Support team as a whole
• Help synthesize and deliver communication between morning, day and night shifts

Requirements:

• Be someone who believes in Braintree’s Values of Ask Why, Care, A Lot, and Solve Together
• Experience leading highly collaborative customer service or account management teams working directly with customers or clients
• Have an interest and the desire to research, offer up, and implement new approaches on improving team and merchant experiences
• Be someone who is highly analytical and can work comfortably on data analysis in Excel, often pulling and manipulating raw data from various enterprise-level systems
• Be a self-starter, self-learner, and possess incredible resourcefulness
• Be comfortable dealing with ambiguity and possess the intellectual horsepower to make decisions on the fly
• Love and understanding of emerging technologies
• Be comfortable with consistent change - agility is key!
• Would rather swim in solutions than problems
• Possess infinite patience and a desire to turn angry customers into happy ones
• Ability to work autonomously with a high level of responsibility
• Be a great writer with a keen eye for the nuances of the English language

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply. You can also check out our FAQ!