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Senior Contact Center Administrator

São Paulo, Brazil · Engineering

As SumUp’s ecosystem continues to evolve, so does the knowledge that new and existing merchants need to acquire to effectively use the various products on offer. Similarly, they are more likely to face a broader range of challenges that vary in complexity the more features within the ecosystem they use. Therefore, our vision is to ensure that our merchants only ever contact customer support for truly complex cases that cannot be solved using technology alone.

As Senior Contact Center Specialist, you’ll take on the responsibility of delivering on the tribe’s mission by deploying effective automation and self-services within the phone channel and ensuring an all-around high-quality experience for merchants as they seek support using SumUp’s products. You will be part of a cross-functional team and will closely collaborate with our operations teams in Europe. You will join a truly customer-centric and vibrant team based in Berlin and São Paulo. Sounds interesting? We are interested in meeting you too!

What you’ll do

  • Deliver automation and self-service solutions within Five9 to address top merchant pain points.

  • Act as an administrator for our Five9 contact center environment with 1000+ users.

  • Evaluate, scope, and deliver solutions to address top customer support needs.

  • Play a key role in training new users and growing the Five9 skill set across the organization.

  • Effectively act as the liaison between our users, vendors, and application development teams.

You’ll be great for this position if

  • You have 5+ years of experience with contact center application development and administration.

  • JavaScript, Kafka, MongoDB, and Postgres are terms that make your eyes light up.

  • You are familiar with microservice architecture.

  • You have excellent project management skills, are resourceful, and have a positive attitude.

  • You are analytical and have relevant experience in project management.

Why you should join SumUp

  • Empowerment to do great things and the opportunity to leave your mark in a high-growth organisation;

  • A fantastic team and work environment that works with passion and purpose to achieve incredible results;

  • We’re a global team of 2000+ people from 60+ countries across 3 continents.

  • SulAmérica health insurance plan (co-participation), Caju benefit (multiple possibilities: meals, culture, health), Partnership for mental health activities with Zenklub, optional dental assistance, transport voucher or parking space at the office building, Gympass, life insurance, and more.

  • You’ll have the freedom to work from anywhere in Brazil. Our office is based in the heart of São Paulo, one of LATAM’s leading tech hubs and most vibrant cities.

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create robust, 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 small business owners can be successful in 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 based on race, color, 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.