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

Manager of Small-Medium Businesses Team

The Small-Medium Business Manager supports the team that provides first-touch support to our merchants, via email and phone. We're looking for a highly organized go-getter who wants to delight our customers by delivering accurate and quick assistance while maintaining Braintree’s white-glove service experience. As a manager, you'll lead and motivate a group of SMB Account Managers. You'll be expected to provide feedback on cases, work with the leadership team to address knowledge gaps, and work with the Account Managers to execute new team strategies.

Responsibilities:

• Analyze merchant feedback/data to identify training opportunities and process improvements
• Handle escalations for merchants within the SMB vertical
• Assist in handling service outages, particularly merchant communication and/or outreach outside of business hours
• Monitor Account Managers’ performance through merchant correspondence and conduct regular performance reviews
• Serve as Account Management liaison for internal initiatives involving other departments and processes that affect Account Management and/or our merchants
• Interview and hire the most qualified candidates for the SMB Account Management team
• Collaborate with other Managers to accurately model Account Management headcount
• Understand Company and Department objectives, translating goals into clear team and individual performance plans and monitoring the plans to ensure steady progress toward the targeted goals

Requirements:

• Experience leading highly collaborative customer service or account management teams working directly with customers or clients to solve a high volume of inquiries together
• Have an interest and desire to research, propose, and implement new approaches on improving team and merchant experiences
• Be a self-starter, self-learner, and possess incredible resourcefulness
• Be comfortable dealing with ambiguity and possess the confidence to make fact-based judgement calls on the fly
• Ability to work autonomously with a high level of responsibility
• Constantly ask why and have the restless desire to find the answer

Skills/Knowledge/Abilities:

• Excellent interpersonal and customer service skills, both written and verbal
• Ability to communicate effectively with internal departments as well as merchants
• Exceptional relationship building skills
• Strong team player, highlighted by a willingness to help others (both internal and external parties)
• Minimum of 3 years experience in Account Management and/or Client Relations
• Ability to manage multiple issues at one time
• Payments industry knowledge (preferred) 

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.