Customer Support Team Lead

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:

As a team leader, you are responsible for the interests of your employees. You recognize the strengths and skills of your employees, encourage and support them to achieve the goals and targets as a team. The team leader exemplifies the culture and interaction with each other and provides support when challenges arise. In addition to managing employees, the position itself is part of the operational team, is responsible for the quantitative and qualitative results of the team and reports to the Head of Support. Cooperation with other team leaders or departments is a matter of course and is gladly supported.
 

What you will do

• Responsible for compliance with KPIs, customer satisfaction, deadlines and agreements, taking measures in the event of deviations
• Organizational, technical and personnel management of a team
• Ensuring team productivity and compliance with processes, guidelines and quality specifications
• Ensuring the timely preparation of information
• Independently solving challenges (e.g. escalations)
• Developing solutions independently
• Participation in internal and cross-departmental meetings
• Coordinating the distribution of tasks within the team
• Resource planning

Who you are

• Social competence, empathy and respectful interaction
• Team player
• Strong communication and listening skills
• Proactive and creative personality with assertiveness
• Independence and initiative
• Sense of responsibility and reliability
• Self-reflection and critical faculties
• Logical and analytical thinking
• Strong organizational skills with the ability to multitask
• Technical affinity and open-mindedness towards new technologies
• Stress resistance and problem-solving ability

Qualification:

• Completed training or a degree in the hotel industry and/or IT sector is an advantage
• Management experience in the area of Customer Support
• Fluent in French, Arabic and English (verbal and written)
• Confident handling of Confluence, Salesforce, JIRA and similar tools
• Knowledge of protel products is an advantage

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.