Merchant and Technical Support Team Lead

Planet payment; Madrid; Híbrido; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading payments technology company in Madrid is seeking a Support Team Manager to coach and manage Helpdesk Support Agents. The role includes optimizing processes, handling escalations, and ensuring excellent customer service. Ideal candidates should have 1-2 years of support team management experience, a customer-focused mentality, and be proficient in English. The work model is hybrid, with three days in the office.

Formación

• 1-2 years of experience in Support Teams management.
• Hospitality industry background.
• Some knowledge in Routing, Switching, Wireless, Software or Network programmability.

Responsabilidades

• Coach Helpdesk Support Agents and drive daily work.
• Identify and address training needs for the team.
• Assist Management with special projects and process optimization.
• Handle escalations and maintain ownership of customer issues.
• Daily monitoring and management of human resources.

Conocimientos

Team player

Customer-focused mentality

Excellent language skills in English and another language

Excellent PC skills

Problem-solving

Critical thinking

Descripción del empleo

About Planet

Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.

We create great experiences for the millions of people who use our payments, software, and tax‑free solutions every minute of every day.

Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.

Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.

Role 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.

What you will do

• Coach and encourage Helpdesk Support Agents in their daily work, regular know‑how transfers, updates, and control
• Identify individual or team training and personal development gaps and needs
• Reinforce team cohesion and cooperation and promote company values during interactions with clients, superiors, and colleagues
• Assist Management with special projects or tasks, efficiency increase and process optimization
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of escalations, including follow‑ups with end‑users and management team
• Recommend improvements to systems and processes for improved organizational efficiency
• Onboarding of new hires
• Daily monitoring, management, and optimization of human resources
• Report malfunctioning tools and equipment
• Escalation’s handling, specifically in terms of processes and management intervention
• Track team members’ individual performance, against performance indicators
• Suggest and adopt improvement actions & instructions
• Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately
• Facilitate interaction and workflow between support team members

Who you are

• Team player, autonomous and structured
• Motivated and customer focused mentality
• Able to work under pressure
• Excellent language skills (written and spoken) in English + other language
• Excellent PC skills and a solid knowledge of Internet related applications
• 1‑2 years of experience in Support Teams management both technology and customer‑facing roles
• Problem‑solving – has a top‑down approach to problems, breaking them in smaller pieces and solving them by starting with a wider scope and narrowing it down as the analysis progresses
• Has critical thinking, can analyze information objectively and make a reasoned judgment
• Hospitality Industry background
• Some knowledge in technologies, such as: Routing, Switching, Wireless, Software or Network programmability

Why Planet

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

Come and grow your career in the most exciting, fast‑paced technology market, with a business that delivers feel‑good connected commerce. We would love to hear from you – apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.