Onboarding Operator – Merchant Onboarding

Job Description

Onboarding Operator | Planet

The Tone:
This is a full-time role at Planet, operating within a hybrid work model that involves three days a week in the office. Planet is a global provider of integrated technology and payments solutions, dedicated to creating exceptional experiences for millions of retail and hospitality customers worldwide. The Onboarding Operator plays a pivotal role in ensuring a seamless and timely setup for new merchants, which is critical to Planet’s mission of empowering businesses to deliver great customer experiences, drive greater loyalty, increase revenue, and save time through integrated payments and software.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Hybrid

• Mission: Lead the end-to-end merchant onboarding process across multiple IT platforms and internal departments, acting as a key point of contact to ensure seamless and timely setup, resolve queries, maintain data integrity, and drive continuous improvements in merchant support.
• Tech Stack: Multiple IT platforms

What You’ll Actually Do
• Onboarding Management: Run all aspects of the merchant onboarding process across multiple IT platforms, internal departments, and external partners, ensuring a timely and seamless setup experience.
• Customer & Query Resolution: Provide excellent customer service by responding quickly with accurate information to merchant queries, resolving issues by collaborating with other departments, and routing tickets appropriately for account changes.
• Mass Account Changes: Submit detailed requests for mass account changes to relevant departments, providing precise scope and screenshots, and assist in validating created scripts in a testing environment for correct functionality.
• Contract & Solutions Liaison: Liaise with various departments to review merchant contracts, ensuring correct configuration and billing models, and collaborate with merchants and internal teams to enable timely solution delivery, including occasional onsite installation support.
• Process Improvement & Data Integrity: Communicate and implement improvements to enhance merchant support effectiveness, help maintain and update the team knowledge base, and ensure data integrity by categorizing tickets and populating complete merchant information.

The Must-Haves
• Background: Early-level professional with a strong understanding of the integrated payments world.
• Experience: Demonstrated ability to manage processes effectively, work to tight deadlines, and adapt proactively in a team-focused environment.
• Skills: Excellent customer service and communication skills for interacting with merchants and internal departments, strong organizational capabilities, and a keen attention to data integrity.
• Bonus: Previous professional experience within the Fintech, payments, POS, or Tax Free industry.