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About Us
The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion, and it’s growing between 13-15% year-on-year. Major brands like Apple (ApplePay), Google (GooglePay), Amazon (AmazonPay), Tencent (WeChatPay), Alibaba (Alipay), and digital disruptors like Square, Stripe, and Adyen are investing heavily in this sector.
Planet is a technology company transforming payments by prioritizing customer experience. We help deliver better experiences for guests, shoppers, and consumers worldwide, operating in a constantly evolving and expanding market. We partner with prestigious brands across Retail and Hospitality, along with a global network of Financial Services partners.
To meet consumer demands, payments must be simple, safe, and invisible, which is achieved by fully integrating payments into business software. By combining software and payment technology, Planet is creating a connected commerce world where payments feel seamless.
We are growing organically with the support of private equity investors, Advent International and Eurazeo, providing us with the financial capital and expertise to expand our capabilities and reach through acquisitions.
Function Overview
As part of Global Operations, you’ll work with a diverse, talented, customer-centric team worldwide. We’re building a world-class operation where you can make a difference, enhancing our service with an easy, connected, and flawless experience.
Opportunities span customer-facing, technical, and administrative roles, including customer service, onboarding, Tax Free, training, and more. We offer unrivaled prospects for growth, learning, and career development. We’re always seeking ambitious individuals to join the connected commerce revolution.
What you will do
Your role as an Incident Response Coordinator involves managing communications during significant IT service degradation events. You will coordinate with IT teams to gather updates and communicate these through multiple channels to customers and colleagues according to SLA schedules.
You will help develop processes and team structures to ensure 24/7 communication availability, manage Post Mortem communications, internal documentation, Public Holding Statements, and RCAs, with proficiency in English being essential.
You will document lessons learned and follow up on corrective actions to prevent recurrence, directly impacting customer experience. Our team is customer-focused, motivated, and diverse, operating across time zones using a follow-the-sun model. This is a full-time role requiring work on holidays and weekends to ensure business continuity.
Who you are
* At least 1+ years of experience as an Incident Manager or in similar support functions within Fintech or high-availability software companies.
* Innovative, multi-tasker, comfortable with ambiguity.
* Strong communication skills, empathetic and clear in interactions.
* Proficient in English (written and verbal).
* Capable of leading meetings with C-level stakeholders.
* Enjoy helping others and regarded as a communication expert.
* Eager to learn new products, technologies, or processes and adapt quickly.
* Driven by providing excellent customer experiences.
* Proven interest or experience with relevant technology.
* Team player who shares knowledge and updates documentation.
* Enthusiastic collaborator, open to feedback.
* Capable of quick, informed decisions under pressure, prioritizing tasks effectively.
* Able to think abstractly and solve complex puzzles not immediately in front of you.
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