Customer Support Team Lead

Team Lead – Customer Support

About the team:

At SumUp, we're passionate about supporting small businesses. We believe everyone should have access to flexible, fair, and easy-to-use technology that helps bring their ideas to life. Every day, millions of people around the world dream of starting their own business—and we're here to help make that happen. Our long-term ambition is to close the loop by turning everyday transactions into lasting relationships between businesses and their customers.

Our Customer Support teams are the frontline ambassadors of this mission. We guide our merchants through challenges, help them navigate our products, and ensure that every interaction reflects the care and quality we stand for. As we continue to scale, we're committed to maintaining a world-class support experience that empowers small businesses to thrive.

As a Team Lead, you'll play a key role in shaping this experience. You'll support, mentor, and develop a team of Customer Support Specialists, ensuring they have the tools, knowledge, and confidence to deliver outstanding service. You'll work closely with cross-functional partners to improve processes, elevate quality, and drive operational excellence across the team.

What you'll do:
Lead and develop your team

• Conduct regular 1:1s, performance reviews, and career development conversations.
• Set clear goals, monitor performance against SLAs and KPIs, and ensure alignment with team and company objectives.
• Identify skill gaps and create development plans to help team members grow.
• Support hiring efforts, lead onboarding, and ensure new joiners have a smooth and supportive introduction to SumUp.

Drive operational and service excellence

• Ensure your team delivers high-quality merchant support, running calibration sessions to maintain consistency.
• Monitor operational metrics, analyze trends, and share insights with leadership.
• Handle complex escalations and guide the team on effective resolution strategies.
• Collaborate with Workforce Management to maintain adequate shift coverage and schedule balance.

Strengthen knowledge, processes, and workflows

• Identify knowledge gaps and coordinate training refreshers.
• Optimize workflows, automate repetitive steps, and reduce operational bottlenecks.
• Ensure your team is confident using all support tools and systems, and advocate for improvements where needed.
• Contribute to playbooks, process documentation, and knowledge base content.

Foster a supportive and inclusive team culture

• Lead initiatives to boost team engagement, satisfaction, and collaboration.
• Promote SumUp's values and help build a diverse, inclusive, and psychologically safe work environment.
• Facilitate team meetings, ensuring clear and transparent communication.

Collaborate across teams and influence strategy

• Partner with L&D, Content, Product, Engineering, WFM, and other teams to support merchant and agent experience.
• Bring the Voice of Customer to cross-functional stakeholders and advocate for improvements.
• Provide leadership with regular updates on team performance, challenges, and opportunities.
• Contribute to planning, forecasting, and continuous improvement initiatives.

You'll thrive in this role if you have:

• Experience in customer support, operations, or similar service environments.
• Previous leadership or coaching experience, with a passion for developing people.
• Strong analytical thinking and ability to interpret data to drive decisions.
• Excellent communication, empathy, and conflict-resolution skills.
• A proactive, collaborative, and solution-oriented mindset.
• Alignment with SumUp's values: founder's mentality, servant leadership, pragmatism, and humility.

Why you should join SumUp:

Global impact: Work with teams around the world on fintech products used by millions of small businesses, from our Berlin office (office-first setup).

Diversity & Inclusion: Join an environment where every voice is heard, respected, and valued.

Learning budget: €2,000 annual L&D budget for courses, conferences, and professional development.

VSOP program: Own a stake in SumUp's future success.

Pension scheme: We match up to 20% of your contributions.

30-day sabbatical: Available after 3 years at SumUp.

Referral bonus: Reward for helping us grow with great talent.

Additional perks: Urban Sports Club subsidy, Kita placement assistance, relocation support, subsidised office lunches, and more.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp.

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