Customer Support Team Leader

2 semanas atrás

Lisboa, Portugal Planet Tempo inteiro

remote type- Onsite- locations- Lisbon - Portugal- time type- Full time- posted on- Posted Today- job requisition id- JR07218 About Us:
The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.
- Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.
To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software and networks that runs business. By combining networks, software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.
We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition.

Function Overview:
As part of Global Operations, you’ll be working with an amazing diverse team of talented and customer centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience.
- You’ll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivalled prospects to grow, learn and develop in your career.
- We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.
- Role Overview:
What you will do:
- Manage daily team performance, ensure goals are being hit (Calls & Tickets), and act on internal/customer feedback about team quality of work- Promote an internal/external understanding of the Hoist products and features to ensure the team is maintaining advanced knowledge.- Provide support related figures/reports to line manager to promote any required changes to help reducing support volumes (Calls & Tickets)- Onboard new team members and provide necessary product and processes training- Create and maintain topics for web-based training courses or simple knowledge publishing to leverage the team know-how ail, tickets, or other needed methods on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status

Who you are:
- Ability to work in a fast-paced environment with excellent organizational skills, with excellent customer service experience as a plus- Strong work ethic and ability to work efficiently and effectively with mínimal supervision- Excellent mechanical aptitude and problem-solving skills- Preferably with some technical background in Engineering for TCP/IP | Networks (Switching, Routing)- Strong communication and leadership skills (English essential, French, or Spanish or Italian or German is a plus) to deliver technical or reporting data, both in writing and verbal- Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills- Excellent teamwork skills- Enthusiastic and a great attitude towards learning- Experience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skills- A high standard of written and spoken English and attention to detail- Minimum five years’ experience on similar role- Willingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays

Why Planet:
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

About Us
- Company Background- Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.- Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.- With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.

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