Onboarding Operator

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.

As an Onboarding Operator you will be responsible for managing the end‑to‑end merchant onboarding process across multiple IT platforms and internal departments at Planet, ensuring a seamless and timely setup experience. Acting as a key point of contact, the role combines strong customer service with cross‑functional collaboration to resolve queries, maintain data integrity, and drive continuous improvements in how Planet supports its merchants.

• Run all aspects of merchant onboarding across a number of IT platforms, internal departments and external partners, ensuring merchants are onboarded in a timely manner.
• Provide excellent customer service by responding quickly to customer queries with accurate information, in line with established SLA’s.
• Resolve issues/queries by interacting and communicating with other colleagues and departments.
• Route tickets to the correct department to take action on needed changes to merchants’ accounts.
• Submit requests for mass account changes to the appropriate departments, explaining in fine detail the scope of the needed changes and providing screenshots of how the account change is performed to help create mass account change scripts.
• Help validate in the testing environment that scripts for mass account changes are working correctly.
• Adapt to a fast‑moving environment in a proactive and team‑focused manner.
• Liaise with merchants and other departments to enable solutions delivery on time and to the correct specification.
• Provide accurate, valid and complete information.
• Liaise with other departments to review contracts to ensure correct configuration and billing models are provided.
• Communicate any improvements that can be made to make supporting merchants more effective.
• Help maintain and update the team knowledge base.
• Ensure data integrity is maintained when working on tickets by ensuring the tickets are appropriately categorized with the type of change being made and that the merchant‑relevant information is populated on the ticket to make it easier to find any merchant’s records of changes made to their account.
• Collaborate with internal stakeholders to ensure the best service and experience for the customers we serve.
• Work with an openness to take on new tasks and challenges as they present themselves within the position.
• Follow communication procedures, guidelines and policies.
• Have flexibility with traveling to provide onsite installation support.

• Strong understanding of the integrated payments world.
• Well organized and able to work to tight deadlines.
• Strong team player.
• Previous experience within Fintech, payments, POS or Tax Free industry is an added asset.

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit and business need. Planet embraces a hybrid work model, with three days a week in the office, and reasonable accommodations may be made in order to allow an individual to perform the essential functions of this role successfully. At Planet, you would be working primarily remotely with occasional in‑office presence for training and meetings.