Merchant and Technical Support Team Lead at Planet

Madrid, Community of Madrid, Spain

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Retail, Hospitality, FintechIndustries

Requirements

Team player, autonomous, and structured
Motivated with a customer-focused mentality
Able to work under pressure
Excellent language skills (written and spoken) in English + other language
Excellent PC skills and solid knowledge of Internet-related applications
1-2 years of experience in support teams management in both technology and customer-facing roles
Problem-solving skills with a top-down approach, critical thinking, and ability to analyze information objectively
Hospitality industry background
Some knowledge in technologies such as routing, switching, wireless, software, or network programmability

Responsibilities

Coach and encourage Helpdesk Support Agents in daily work, regular know-how transfers, updates, and control
Identify individual or team training and personal development gaps and needs
Reinforce team cohesion and cooperation and promote company values during interactions with clients, superiors, and colleagues
Assist Management with special projects or tasks, efficiency increase, and process optimization
Identify customer needs, research issues, resolve complaints, and provide solutions
Maintain ownership of escalations, including follow-ups with end-users and management team
Recommend improvements to systems and processes for improved organizational efficiency
Onboard new hires
Daily monitoring, management, and optimization of human resources
Report malfunctioning tools and equipment
Handle escalations, specifically in terms of processes and management intervention
Track team members’ individual performance against performance indicators
Suggest and adopt improvement actions & instructions
Build positive relationships by going above and beyond with customer service, ensuring all questions are addressed appropriately
Facilitate interaction and workflow between support team members

Skills

Key technologies and capabilities for this role

Team LeadershipHelpdesk SupportCustomer ServiceTrainingProcess OptimizationEscalation ManagementIssue ResolutionCoaching

Questions & Answers

Common questions about this position

What experience is required for the Merchant and Technical Support Team Lead role?

Candidates need 1-2 years of experience in Support Teams management in both technology and customer-facing roles.

What key skills are needed for this position?

Required skills include being a team player who is autonomous and structured, motivated with a customer-focused mentality, able to work under pressure, excellent English language skills plus another language, excellent PC skills, and strong problem-solving with a top-down approach.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the compensation or salary for this role?

This information is not specified in the job description.

What is the company culture like at Planet?

Planet features an amazing diverse team of talented and customer-centric people across the world, emphasizing team cohesion, cooperation, promoting company values, and providing unrivalled prospects to grow, learn, and develop in a fast-growing environment.

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Remote Work Options

Wellness Program

Mental Health Support

Home Office Stipend

Phone/Internet Stipend

Tuition Reimbursement

Equity

Commuter Benefits

Volunteering Paid Time Off

Parental Leave

Risks

Increased competition from companies like Antaris threatens market share.

Recent layoffs may impact operational efficiency and innovation.

Expansion of partnerships may stretch resources, reducing service quality.

Differentiation

Planet operates the largest fleet of Earth-imaging satellites globally.

Their subscription model ensures continuous revenue from diverse sectors.

Planet's AI-driven analytics enhance satellite imagery insights significantly.

Upsides

AI-driven analytics can expand into agriculture and urban planning sectors.

Partnerships with platforms like UP42 enhance data offerings and capabilities.

Smart city management using satellite data offers new revenue streams.

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