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Support Data Analyst I

Santiago, Chile · Data & Analytics

We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams.

Small business owners are at the heart of all we do, so we're creating 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 small business owners can be successful doing what they love.

Team Description

As part of the Support Team you will play a key role in helping us to create the most customer-oriented company for our merchants. We devise innovative ways for optimizing the experience we give to our merchants in every touchpoint. On the Support Team we mix a very unique characteristic where we make sure 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 Data Analyst to help us implement our Support Strategy and ecosystem across different markets and for different products. He/she will retake our reporting to the next level and play a key role towards implementing new innovations and automations that will streamline our operation. With constant support and communication from other Analysts and Global data Teams in Germany, Bulgaria, UK, United States and Brazil, you will be part of a global team whose main focus is the merchant experience.

What you’ll do: 

  • Own all the data that allows day-to-day decisions to be made in the Support team, including definition and follow-up of customer satisfaction and operational KPIs (including metrics for agents and operational performance)

  • Optimize all our operations reporting in order to drive action towards key objectives and measure impact.

  • Data driven decision making to implement new processes to improve our merchant interaction with SumUp

  • Deep dive into our merchant needs to identify gaps/risks/opportunities in the experience of solving their requests and create new directives along with the Support leadership team

  • Design experiments to test hypotheses and implement merchant based solutions in a fast-paced environment.

  • Connect and manage relationships with development teams around the world to find solutions to local market opportunities.

  • Work closely with different teams in a collaborative environment to bring the best possible experience for our merchants.

  • Document, map and challenge established Support processes to achieve maximum efficiency and availability to give an outstanding experience in every process and touchpoint through different channels.

You’ll be great for this position if:

  • At least 1 year of experience as a data analyst in fast-paced environments.

  • Advanced Excel and SQL experience is a must.

  • BI tools advance knowledge (Tableau, Power BI)

  • Advanced or fluent English skills.

  • You have strong analytical and problem solving skills

  • You have excellent communication, presentation and interpersonal skills - you are able to communicate ideas and concepts with team members from a wide range of countries and cultures, and to build strong and productive relationships.

  • Python knowledge is a nice to have 

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.