Hybrid Gateway Onboarding Lead

Planet Paymet; Warszawa; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Equal opportunity employer

Job summary

Planet is seeking a Gateway Onboarding Specialist to lead end-to-end onboarding of merchants, configure payment gateways, and ensure timely go-live. You will collaborate across Commercial, Technical Support, Product, Integrations, Compliance, Risk, and Relationship Management to deliver a seamless onboarding experience.

You will drive quality, monitor milestones, and support testing, validation, and readiness activities to deliver reliable payment acceptance solutions.

Qualifications

• Experience in customer onboarding, implementation, merchant services, operations, or customer success.
• Strong stakeholder and project coordination skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple onboarding projects simultaneously.
• Strong analytical and problem-solving capabilities.
• High attention to detail and commitment to quality.
• Proficiency in Microsoft Office applications and operational systems.

Responsibilities

• Manage end-to-end gateway onboarding projects from handover through production activation.
• Review customer requirements and onboarding documentation for completeness and accuracy.
• Coordinate merchant account setup and payment gateway configuration activities.
• Support testing, validation, and go-live activities.
• Monitor onboarding progress and ensure delivery against agreed timelines and milestones.
• Serve as the primary operational contact during onboarding.
• Communicate onboarding progress, risks, and dependencies to customers and internal stakeholders.
• Coordinate activities across Sales, Relationship Management, Technical Support, Product, Risk, and Compliance teams.
• Manage expectations and provide proactive updates throughout the onboarding journey.
• Configure gateway products and payment acceptance solutions in accordance with customer requirements.
• Validate setup parameters, payment methods, currencies, and applicable product features.
• Ensure solutions are configured according to operational and compliance requirements.
• Support merchants through testing and readiness activities prior to launch.
• Identify onboarding risks and implementation blockers early.
• Investigate onboarding issues and coordinate cross-functional resolution activities.
• Manage onboarding escalations and ensure timely communication with all stakeholders.
• Perform root cause analysis for onboarding defects and recurring implementation issues.
• Ensure onboarding activities adhere to internal policies, procedures, and compliance requirements.
• Maintain accurate records within operational systems and CRM platforms.
• Conduct quality reviews to ensure customer requirements have been correctly implemented.
• Support audit activities and operational governance requirements.
• Identify opportunities to improve onboarding efficiency and customer experience.
• Contribute to process documentation, standard operating procedures, and knowledge articles.
• Participate in automation and process improvement initiatives.
• Support training and knowledge sharing within the onboarding team.

Skills

Onboarding management

Stakeholder coordination

Communication skills

Multitasking / project juggling

Analytical thinking

Attention to detail

Office software proficiency

Tools

CRM platforms

Microsoft Office

Case management platforms

Job description

Planet is seeking a Gateway Onboarding Specialist to lead end-to-end onboarding of merchants, configure payment gateways, and ensure timely go-live. You will collaborate across Commercial, Technical Support, Product, Integrations, Compliance, Risk, and Relationship Management to deliver a seamless onboarding experience.

You will drive quality, monitor milestones, and support testing, validation, and readiness activities to deliver reliable payment acceptance solutions.