Refund Desk Supervisor

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.

Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.

Role Overview:  

• Team Management: lead, coordinate, and oversee the daily activities of a multicultural team, ensuring effective workflow and operational continuity.

• Operational & Service Quality Responsibilities: supervise the correct execution of refund transactions and provide guidance when staff require escalation support.

• Customer Interaction: deliver refund services and 1st‑level support directly to tourists, maintaining professionalism and adherence to current procedures.

What you will do:

• Create and manage the team’s shift schedules, guaranteeing optimal coverage and efficient task distribution.

• Act as the team’s primary point of contact, providing direction, clarifying procedures, and ensuring alignment with company priorities.

• Monitor team performance through KPIs, feedback, and daily observation, identifying development needs and coaching individuals for improvement.

• Ensure full compliance with internal procedures, security standards, cash‑handling rules, and company communications.

• Encourage teamwork, accountability, and a positive working environment, promoting Planet’s values and customer‑centric culture.

• Ensure the team delivers a consistently high‑quality customer experience, addressing concerns proactively and reinforcing best practices.

• Identify operational gaps, inefficiencies, or recurring issues; propose solutions, discuss them with your manager, and implement approved improvements.

• Assist in training new team members, ensuring they understand procedures, service expectations, and quality standards.

• When needed, deliver refund services and 1st‑level support directly to tourists, maintaining professionalism and adherence to current procedures.

Who you are:

• Minimum 3 year of experience in a similar role within finance, hospitality, luxury retail, or another customer‑service‑oriented environment.

• Proven experience managing multicultural teams, with the ability to motivate, guide, and support diverse profiles.

• Strong knowledge of cash‑handling procedures and operational compliance.

• Fluent in English and Spanish, both spoken and written.

What you will need to bring to Planet:

• Excellent communication and interpersonal skills, with the ability to adapt to different personalities and cultural backgrounds.

• Strong customer‑facing abilities, demonstrating empathy, professionalism, and service orientation.

• Reliability, accountability, and a hands‑on, proactive mindset.

• A team‑player attitude, combined with the confidence to lead by example and drive continuous improvement.

Why Planet:

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

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.