Support Ops Lead - SumUp

Team Description

As part of the Support Team you will play a key role in helping us create the most customer-oriented company for our merchants. We devise innovative ways for optimizing the experience we give to our merchants at every touchpoint. On the Support Team we mix a very unique characteristic where we ensure that our analyses are robust and give useful insights as well as execute actions that result in actual improvement on our service and operation. Our vision of “always finding a way to make our merchants life´s better” is reflected in our hunger to automate and re-invent processes. 

We are looking for a Supervisor to manage our whole Support operation, ensuring an ecosystem that allows us to serve our merchants in line with our strategy. Day-to-day challenges are huge, so you will lead a complex operation, with agents seated in 3 countries serving all of them, different shifts, different service channels, several products, constant growth, etc. We are looking forward to seeing you take our Support team to the next level.

Supervisor's Responsibilities:

• Manage our daily Support Operations
• Guarantee the performance/development of our teams through team leaders
• All efficiency, quality and performance KPI management
• Ensure the day-to-day operation routine
• Correlate the operational day-to-day with the business through feedback to the product team or key stakeholders
• Understand the performance of your team and bring opportunities for improvement within the operation based on analysis
• Think about how to take SumUp to the next level, facilitate processes and improve service to our businesses, finding opportunities for improvement, proposing and executing them.

Want to know if this opportunity is perfect for you?

• You have at least 3 years of experience Leading BPO/Call Center teams.
• You have managed leaders.
• You have amazing people skills. Our team is responsible for our merchant experience, so you should also bring your team incredible experience regarding managing them.
• You have knowledge of monitoring, analysis and performance based on indicators and KPIs. Strong analytical skills are required
• You proactively and independently anticipate problems and effectively structure a solution.
• You are fluent in English
• Excel knowledge and analytical skills are required. Being comfortable with vast data, interpreting it and coming to conclusions is a key part of this role.

Why you should join SumUp

• We’re a truly global team of 3000+ people from 80+ countries, spread across 4 continents.
• You'll be part of an amazing team and work environment that works with passion and purpose to achieve incredible results.
• You'll have the opportunity to make an impact as we work in flat hierarchies.
• We have flexible working hours - you make your own schedule and have the freedom to align with the team if you want to work from home.
• We have competitive compensation and great benefits

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.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate. 

Last updated: 6 hours ago