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Product Manager - Customer Experience

Berlin · Product

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Why SumUp?

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!

Our boldness, startup mindset, empathy and love for product foster a creative environment for our employees. We value an entrepreneurial spirit and seek to build lasting relationships among our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can help small businesses grow.

Job Teaser

We are looking for a product manager who will take charge and be the owner of the online and in-product experiences related to customer support and the underlying channel tools, and services needed to power such experiences all the while collaborating closely with the CRM team. You will set the vision for the next evolution of support experiences at SumUp. You will define the experiences that route customers to support, allow customers to self-serve or interact with support, view their support history, and the data services that other teams can use to make support an integrated experience. You will also be responsible for identifying opportunities to leverage new technologies such as automation, artificial intelligence, and machine learning to help us deliver personalized service at scale. You will interact with key operations stakeholders, product designers, developers (front-end, back-end, mobile), product managers, subject matter experts and other stakeholders who all contribute in creating an experience that effortless for both our merchants and agents.

What you'll be doing in this position

You will:

  • Be part of a team driving a vision to build SumUp’s global financial services ecosystem while ensuring that SumUp delivers a best in class customer experience

  • Research the market, players, competitors, and partners as well as internal stakeholders to gage insights and build a delivery roadmapBuild, develop and manage the product roadmap for initiatives/features enhancing customer experience - define product vision and strategies supported by internal and external analysis.

  • Study customers’ needs and translate them into clearly defined problem statements/ opportunities descriptions and from there into product requirements and stories

  • Work closely with a team of engineers to implement user stories into merchant features

  • Balance new feature development, technical debt pay-off, and routing maintenance work with a focus on time to market and functional design

  • Not shy away from prototyping, wire-framing, experimenting and eating your own dog food

  • Advocate for your product within the organisation and outside

  • Manage stakeholder and partner relationship

  • Co create and collaborate with key stakeholders

  • Operate autonomously; drive programs end to end including business goals, technical solution, legal, and all customer and seller-facing aspects.

  • Demonstrate a strong analytical approach and ensure data informs decision making

Your Profile

You are what we are looking for if you:

  • Have 3+ experience in product management in an agile organisation;

  • Are fluent in English;

  • Have relevant background co-creating in a cross-functional, cross location teams;

  • Process product and/or technical knowledge in web/mobile application development and API integrations;

  • Appreciate incremental software development with focus on merchant value;

  • Proven track record in creating an exceptional customer experience in a global company;

  • Are enthusiastic about customers and their needs;

  • Can inspire, excite and lead by example;

  • Feel strong ownership and pride in own and team’s work;

  • Enjoy responsibility and have a hands-on approach;

  • Are an analytical and practical problem solver.


  • Be part of one of the world’s most exciting startups, on a mission to take over the world!

  • We have a close, welcoming and international community. We get together regularly for brunches, cocktail nights, football and office parties

  • Free German & Yoga classes

  • Running & Soccer teams + Urban Sports Club membership (subsidised)

  • SumUp Corporate Pension Scheme

  • All the startup swag you expect: kicker table, unlimited drinks & fruits

  • At least one hackathon off-site every year for one week where the tech teams from Berlin, Sofia, and São Paulo gather to hack together. In the past we've gone to locations in Germany, Bulgaria and Greece.

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, 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.

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