Remote Type: OnsiteLocation: Madrid Office, SpainTime Type: Full timePosted On: Posted TodayJob Requisition ID: JR07641What You Will Do:Lead and manage a 2nd line multi-services merchant technical support team, including hiring, training, coaching, and performance management.Develop and implement support strategies, policies, and procedures to ensure efficient and effective support delivery.Collaborate with cross-functional teams to address customer issues and improve product/service offerings.Monitor and analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for innovation.Prioritize and escalate critical support issues, ensuring timely resolution and customer satisfaction.Develop and maintain a knowledge base and documentation to support the technical support team and empower customers to self-serve.Stay up-to-date on industry trends, best practices, and emerging technologies to continuously improve support operations.Foster a positive and collaborative work environment that encourages teamwork, innovation, and continuous learning.Who You Are:Demonstrated leadership abilities, including the ability to motivate and inspire team members, foster a positive work culture, and drive results.Customer-focused mindset with a passion for delivering exceptional customer service.Proven experience in a technical support management role, ideally within the Payments and/or Tax Free Industry.Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.Experience working in a fast-paced, dynamic environment with the ability to adapt to changing priorities and manage multiple tasks simultaneously.About Us: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.#J-18808-Ljbffr
