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Senior Contact Center Administrator - Merchant Success

Berlin, Germany · CRM

As SumUp’s ecosystem continues to grow, so does the amount of knowledge that both new and existing merchants need to acquire in order to effectively use the various products on offer. Similarly, they are more likely to face a wider 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 automations and self services within the phone channel as well as ensuring an all round high quality experience for merchants as they seek support using SumUp's products. You will be part of a cross functional team and would closely collaborate with our operations teams in Europe. You will be joining a truly customer centric and vibrant team based in both 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 aiming 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 grow the Five9 skill set across the organisation.

  • Effectively act as the liaison between our users, vendors and the 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 micro service 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

  • Be part of a welcoming and international community of 2000+ people from over 50 nationalities across 12 global offices. We get together regularly for breakfast, brunches, cocktail nights and office parties.

  • Visa and relocation support for a smooth transition to living and working in Berlin.

  • Budget for attending conferences and advancing your career. We encourage you to speak at conferences and give talks!

  • We offer a corporate pension scheme, 28 days’ paid leave, subsidised Urban Sports Club membership, BVG (Berlin public transport) Corporate ticket and other great benefits.

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.