Gateway Onboarding Specialist

About Us

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview:

The Gateway Onboarding Specialist is responsible for the successful onboarding, configuration, and activation of merchants utilizing payment gateway solutions. The role serves as the primary operational contact throughout the implementation lifecycle, ensuring customer requirements are accurately captured, configured, tested, and delivered in accordance with agreed service levels and quality standards.

The position requires close collaboration with Commercial, Technical Support, Product, Integrations, Compliance, Risk, and Relationship Management teams to ensure a seamless customer experience and timely go-live of payment acceptance solutions.

What you will do:

Merchant Onboarding & Implementation

• Manage end-to-end gateway onboarding projects from handover through production activation.
• Review customer requirements and onboarding documentation for completeness and accuracy.
• Coordinate merchant account setup and payment gateway configuration activities.
• Support testing, validation, and go-live activities.
• Monitor onboarding progress and ensure delivery against agreed timelines and milestones.

Customer & Stakeholder Management

• Serve as the primary operational contact during onboarding.
• Communicate onboarding progress, risks, and dependencies to customers and internal stakeholders.
• Coordinate activities across Sales, Relationship Management, Technical Support, Product, Risk, and Compliance teams.
• Manage expectations and provide proactive updates throughout the onboarding journey.

Gateway Configuration & Product Enablement

• Configure gateway products and payment acceptance solutions in accordance with customer requirements.
• Validate setup parameters, payment methods, currencies, and applicable product features.
• Ensure solutions are configured according to operational and compliance requirements.
• Support merchants through testing and readiness activities prior to launch.

Escalation & Issue Resolution

• Identify onboarding risks and implementation blockers early.
• Investigate onboarding issues and coordinate cross-functional resolution activities.
• Manage onboarding escalations and ensure timely communication with all stakeholders.
• Perform root cause analysis for onboarding defects and recurring implementation issues.

Quality & Compliance

• Ensure onboarding activities adhere to internal policies, procedures, and compliance requirements.
• Maintain accurate records within operational systems and CRM platforms.
• Conduct quality reviews to ensure customer requirements have been correctly implemented.
• Support audit activities and operational governance requirements.

Continuous Improvement

• Identify opportunities to improve onboarding efficiency and customer experience.
• Contribute to process documentation, standard operating procedures, and knowledge articles.
• Participate in automation and process improvement initiatives.
• Support training and knowledge sharing within the onboarding team.

Key Performance Indicators (KPIs)

• Time to Board
• Time to Go Live
• SLA Adherence
• Customer Satisfaction (CSAT)
• Quality Score
• Right First Time (RFT)
• Escalation Volume
• Productivity Targets
• Onboarding Backlog Management

Required Skills & Experience:

• Experience in customer onboarding, implementation, merchant services, operations, or customer success.
• Strong stakeholder and project coordination skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple onboarding projects simultaneously.
• Strong analytical and problem-solving capabilities.
• High attention to detail and commitment to quality.
• Proficiency in Microsoft Office applications and operational systems.

Preferred:

• Experience within payments, fintech, e-commerce, or acquiring industries.
• Knowledge of payment gateway products and merchant onboarding processes.
• Experience working with CRM and case management platforms.
• Understanding of payment acceptance workflows and transaction processing.
• Experience supporting API or e-commerce integrations.

Core Competencies:

• Customer Focus
• Ownership & Accountability
• Communication Skills
• Stakeholder Management
• Analytical Thinking
• Problem Solving
• Attention to Detail
• Collaboration
• Continuous Improvement
• Adaptability

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.