Head of Customer Support

vor 4 Wochen

Berlin, Deutschland SumUp Vollzeit

**Head of Customer Support**

At SumUp we envision a world where everyone can build a thriving business. We know small businesses are the lifeblood of our communities and we have built our business to support and champion our merchants on their journey.

We believe in customer support that solves problems and as we grow we are increasing our investment in merchant care to make sure our business keeps up with the needs of our customers.

To help us to do this, we are looking for a Head of Customer Support to lead our European Customer Support team. Customer Support will be available in 3 main hubs: Berlin, Sofia and Barcelona. The Head of Customer Support will be the leader for these hubs to drive thinking, take executive decisions, work closely with team leads and serve as a focal point for a team of approximately 150 people.

**What you'll do**
- Be the go-to person for Customer Support in Europe and be responsible for maintaining and building strong customer support hubs in Berlin, Barcelona, and Sofia.
- Be accountable for Level 2 support performance for all products and implement a segment based support strategy that ensures all merchants get the support they need.
- Be an advocate for customers inside SumUp, championing customer needs with product and engineering teams.
- Be a key part of the Operations leadership team, working closely with counterparts in other teams to optimize and build solutions that help solve problems for merchants
- Be an expert in Customer Support technology and contribute to developing and building the most efficient and advance support organization in the industry
- Be a champion of our support teams, building and developing high performing groups that live our ambition to solve problems for our merchants

**You'll be great for this role if**
- You have solid experience in developing and leading Customer Support teams (up to 150 people), ideally within the Tech industry
- You have successfully upscaled before and demonstrated leadership in (several) roles
- You have experience with the 2-tier service model and vendor management
- You have great knowledge of operational excellence, knowing what best in class support processes look like and how to navigate to deliver those
- Excellent business acumen and a proven track record of process optimisation
- Comfortable managing ambiguity in a matrix structure, leading change, aligning stakeholders and helping the team do the same delivering world-class results
- You take action and ownership, value accountability and think outside the box

**Why you should join SumUp**
- We're a global team of 3000+ people from 80+ countries, spread across 22 offices on 4 continents.
- You can truly create your own path here and help us shape the future for small merchants.
- We get together regularly for breakfasts, team events, office parties, and sports
- You'll receive a budget for your individual development, attending conferences and external training.
- We offer a corporate pension scheme, 28 days' paid leave, free German and yoga classes, subsidised Urban Sports Club membership and other great benefits.
- Our new office is based in the centre of Berlin and offers next to an amazing view over the rooftops also our own little gym
- We offer visa and relocation support for you, your family, and even your pets

**About SumUp**

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder's mentality and a 'team-first' attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.
- SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind._

**Job Application Tip

  • Head of Customer Support

    vor 2 Wochen

    Berlin, Deutschland Wire Vollzeit

    **Head of Customer Support **(f/m/d)** We are seeking an experienced individual to step into the role of Head of Customer Support. This role is a part of the Services Delivery & Solutions team at Wire and involves both management as well as direct customer-facing support and problem-solving. Wire is bringing a cutting-edge secure communications solution to...

  • Head of Sales

    vor 1 Woche

    Berlin, Deutschland Your Showdown GmbH Vollzeit

    Über Uns Your Showdown ist ein neues Freizeitkonzept. Egal ob Team Event, Geburtstag, Junggesellenabschied oder einfach eine Challenge unter Freund: innen. Auf unseren 1000 bis 2000 m2 großen Flächen treten 2-100 Spieler in Teams von 2-4 Personen in individuell zusammengestellten Spielen gegeneinander an. Von kniffligen Quizfragen über taktische...

  • Head of Customer Support

    vor 2 Wochen

    Berlin, Deutschland TXT e-solutions SPA Vollzeit

    PACE Aerospace & IT, as a part of the TXT Group, is an internationally renowned software company that specializes in the development of innovative solutions for the aviation industry. Our customers include many of the world's largest aircraft manufacturers and airlines. Since its inception in 1995, PACE has been creating and developing software for aircraft...

  • Head of Customer Success

    vor 3 Wochen

    Berlin, Deutschland CA Customer Alliance GmbH Vollzeit

    **About Us**: At Customer Alliance, we are literally obsessed with feedback - and that reflects in the culture and the product we’re building. We’re a diverse team (comprising 21 nationalities!) who support and inspire each other every day. We pride ourselves on a positive and growth-oriented work environment where employees are encouraged to share...

  • Head of Customer Support

    Vor 2 Tagen

    Berlin, Deutschland DemoUp Cliplister Vollzeit

    Job DescriptionAt DemoUp Cliplister, we’re revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital...

  • Head of Customer Support

    vor 1 Tag

    Berlin, Deutschland DemoUp Cliplister Vollzeit

    At DemoUp Cliplister, we’re revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital asset management...

  • Head of Customer Support

    Vor 3 Tagen

    Berlin, Deutschland DemoUp Cliplister Vollzeit

    Job Description At DemoUp Cliplister, we’re revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital...

  • Head of Customer Support

    Vor 2 Tagen

    Berlin, Deutschland DemoUp Cliplister Vollzeit

    Job Description At DemoUp Cliplister, we’re revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital...

  • Head of Customer Support

    Vor 3 Tagen

    Berlin, Deutschland DemoUp Cliplister Vollzeit

    At DemoUp Cliplister, we’re revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital asset management...

  • Head of Customer Operations

    vor 2 Wochen

    Berlin, Deutschland birdie Vollzeit

    **Your Mission**: As our Head of Customer Success for the German market at Birdie, you will play a pivotal role in shaping the future of the organisation in Germany. Your mission will be to serve as a trusted advisor and advocate for Birdie's partners and ensure we delight them at every touchpoint. You will make sure they’re successful when using our...

  • Head of Customer Operations

    vor 1 Woche

    Berlin, Berlin, Deutschland DemoUp Cliplister Vollzeit

    At DemoUp Cliplister, we're revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital asset management...

  • Head of Customer Operations

    vor 1 Monat

    Berlin, Berlin, Deutschland DemoUp Cliplister Vollzeit

    Job Description At DemoUp Cliplister, we're revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital...

  • Head of Customer Operations

    vor 1 Woche

    Berlin, Berlin, Deutschland DemoUp Cliplister Vollzeit

    Job Description At DemoUp Cliplister, we're revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital...

  • Head of Customer Operations

    vor 3 Wochen

    Berlin, Berlin, Deutschland DemoUp Cliplister Vollzeit

    Job Description At DemoUp Cliplister, we're revolutionizing how over 3,000 brands and retailers like MediaMarkt, Otto, Fnac, Microsoft, Logitech, and Bosch bring their products to life with innovative solutions like video, augmented reality, and user-generated content. Our unique approach combines content creation services with a state-of-the-art digital...

  • Global Head of Customer Success

    vor 3 Wochen

    Berlin, Deutschland Nosto Vollzeit

    **Who are we?** At Nosto, we’re on a mission to make every impression relevant. We’re a global leader in the booming e-commerce space and work with amazing customers like Chubbies, Princess Polly, Lord & Taylor, and FIGS. Utilizing behavioral data, deep integrations, machine-learning technology, and automated workflows, the Nosto Commerce Experience...

  • Head of Customer Support

    vor 3 Wochen

    Berlin, Deutschland Universal Music Vollzeit

    Universal Music ist Marktführer im Musikgeschäft. Zu unseren Labels gehören die bekanntesten Marken der Musikwelt. Als Zuhause zahlreicher lokaler und internationaler Künstler:innen steht Universal Music für über 100 Jahre Musikgeschichte aus allen Genres. Unsere Erfolge verdanken wir unserer Liebe zur Musik, einzigartigen Artists und unserem...

  • Head of Customer Operations

    vor 1 Monat

    Berlin, Deutschland birdie Vollzeit

    Please apply through our website with a resume in English Your Mission: As our Head of Customer Success for the German market at Birdie, you will play a pivotal role in shaping the future of the organisation in Germany. Your mission will be to serve as a trusted advisor and advocate for Birdie's partners and ensure we delight them at every touchpoint. You...

  • Head of Customer Operations

    vor 1 Monat

    Berlin, Deutschland birdie Vollzeit

    Please apply through our website with a resume in English Your Mission: As our Head of Customer Success for the German market at Birdie, you will play a pivotal role in shaping the future of the organisation in Germany. Your mission will be to serve as a trusted advisor and advocate for Birdie's partners and ensure we delight them at every touchpoint. You...

  • Head of Customer Operations

    vor 1 Woche

    Berlin, Berlin, Deutschland birdie Vollzeit

    Your Mission:As our Head of Customer Success for the German market at Birdie, you will play a pivotal role in shaping the future of the organisation in Germany. Your mission will be to serve as a trusted advisor and advocate for Birdie's partners and ensure we delight them at every touchpoint. You will make sure they're successful when using our product.Your...

  • Head of Customer Operations

    vor 3 Wochen

    Berlin, Deutschland birdie Vollzeit

    Please apply through our website with a resume in English Your Mission: As our Head of Customer Success for the German market at Birdie, you will play a pivotal role in shaping the future of the organisation in Germany. Your mission will be to serve as a trusted advisor and advocate for Birdie's partners and ensure we delight them at every touchpoint. You...