Back to all jobs

Customer Support Team Lead - Security Team

Sofia, Bulgaria · Operations

Who are we?

At SumUp, we are driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we are well on our way as small businesses in over 31 countries around the world rely on SumUp to get paid. To get there, we are putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!

In this position, you will lead our team of Customer Security Support Experts who support our merchants with a variety of transaction-related issues and requests and find solutions for them.

What you’ll be doing in this position:

  • You will manage a team of Customer Support Experts, and will be fully responsible for ensuring the welfare and success of your direct reports, as well as the performance of your team in line with core service metrics.

  • You will work closely with your line manager, QA Experts and a wide variety of stakeholders within the organisation who have a stake in the success of your covered market or function.

  • You will be constantly challenged to pursue efficient process improvements, focusing on team engagement/welfare and market performance.

  • Striving for an exceptional merchant experience is at the core of your role - constantly seeking to understand trends in your market/function and formulating an actionable plan or appropriate feedback should be a fundamental part of your day-to-day.

  • As a data driven professional, you will also always be aware of company, team and individual KPIs and will use this to drive performance discussions.

  • Your strong interpersonal skills mean that you are able to motivate and inspire your team to deliver a best-in-class service. You are comfortable providing honest feedback, and dealing with difficult conversations is the norm for you. 

You’ll be great for this position if:

  • You have team management experience

  • You are obsessed with delivering best-in-class service and being a passionate advocate for the needs of our clients.

  • You have excellent interpersonal skills - the ability to truly empathise with and get the most out of your team members is key.

  • You have effective stakeholder management skills.

  • You have the capacity for making data-driven decisions.

  • You thrive in a fast-paced and ever-changing environment.

  • You are a big picture visionary who truly cares about Merchant and People Experience.

Why you should join SumUp

  • We’re a truly global team of 3000+ people from 60+ countries, spread across 3 continents

  • You'll have the opportunity to make an impact as we work in flat hierarchies

  • You'll have the space to drive your career here and take ownership of projects

  • You'll be able to attend team events and offsites

  • Office relaxation activities such as yoga and massages and regular brunches, football events and office parties

  • 25 days paid vacation + 1 accumulative day for each year of employment at SumUp

  • Additional health insurance and Multisport card

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.