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Head of Customer Experience

São Paulo · Customer Support

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

We believe that anyone should be able to start their own business. We provide small businesses with powerful, easy-to-use card readers and awesome customer support, so merchants can run their business and engage with their customers. We do so with genuine care for our merchants and love for our products. By taking the hassle out of getting paid, we enable small business owners to focus on what they love to do.

We are 1,300+ SumUpers around the globe, 700+ in Brazil only, and we are here to empower small merchants and help them thrive.

Know our Customer Experience (CX) team

The SumUp CX team is the voice that guarantees our client's experience and provides all the necessary support for our partners to grow. Here you will have the opportunity to put your experience and knowledge into practice, but you will also learn a lot about the SumUp world and how we value our customer experience. SumUp changes very fast and to always ensure the best customer experience, we work hard!

As our Head of CX, you will:

  • You are really passionate about customer experience and understand their pains. You do not rest until friction is removed away from their journey;

  • Apply a strong business sense for value and be able to liaise with product and engineering teams to implement scalable initiatives to unlock operational efficiency to the next level at Sumup;

  • Be able to juggle with multiple balls and at the same time deliver daily results;

  • Ensure KPIs are monitored on a daily basis to make our operations run smoothly and if not, act proactively to address core issues;

  • Experience with leading large teams and make them better every day! Your job is to make yourself disposable! 

  • Communicate effectively and bring completely different audiences together, influencing their decisions, is something you’re comfortable with. You´ll need to inspire people with your long-term vision;

  • Be a subject matter! Understanding in-depth our numbers, main struggles and how to drastically make a difference are key for you;

  • SumUp is growing fast! You will manage teams in at least two different locations.

You'll be a great fit for this position if:

  • You are fluent in Portuguese and English - you'll be part of a truly global team

  • Result orientated in order to prioritize large volumes of activity all at once

  • You embrace and enjoy the hands-on attitude! Jumping on the execution to guarantee quality and deadlines always energize you

  • Easy going and team player, your success will depend also on multiple stakeholder support

  • Experience with people management. You´ll be in charge of a team w/ over 300 people, consisting of a 3rd party company and internal teams, ranging from operational to strategic teams  

  • Pragmatic, pro-active, hands on, people oriented and a fast paced environment lover

Why you should join us 

  • Be part of a company that lives and breathes to empower small merchants around the world

  • Be part of a truly global team and work with people from different parts of the world as you deliver your projects

  • Have full autonomy (for real!) to propose, lead and implement changes that will up our game

  • Work in flexible hours - you make your own schedule and have freedom to align with the team if you want to work remotely or take a few days off

  • Work in the coolest office around, in the heart of Pinheiros (São Paulo), close to the central station and main avenues

  • Have access to our all perks and benefits: healthcare for employees 100% paid by the company, dental assistance, private pension program, variable compensation, transport voucher or parking space at the office building, meal/food voucher, Gympass, life insurance, barbershop and nail polish at the office, massage sessions, monthly parties at the office!

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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