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Head of Customer Support

Barcelona, Spain · Operations

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 are a true global tech company with over 3000+ people from 93 nationalities, spread across 22 offices in Europe, LatAm and the US. 

  • You can truly create your own path here and help us shape the future for small businesses globally.

  • 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 competitive compensation package and paid leave and you will have access to the SumUp Sabbatical, our Employee Referral and Employee assistance programme for mental health as well as Fitness and language learning offers.

  • 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.

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

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.