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Head of Customer Service

Berlin, Germany · Operations

Our passion at SumUp is championing small businesses. We believe in creating technology that is flexible, affordable and easy to use.  Every day millions of people around the world dream of starting their own businesses. We strive to help them to do this. Our long-term ambition is to enable businesses to close the loop to their consumers through beautiful and fair financial services. 

The Head of Customer Support currently directs and manages 3 Group Leads and a total of about 250 people, serves as the voice of our merchant internally and creates an outstanding Customer Experience by creating a united approach. How? We leave this in your capable hands. Let’s come up with a powerful path together!

Do you possess founder's mentality? Are you truly able to quickly recognise opportunities and apply expertise to deliver scalable solutions mastering a fast-paced environment and managing our growing outsourced team? Naturally, you think in innovative ways and are open to new ideas and approaches. If you like to step out of your comfort zone to find the right way, actively listen and connect the dots to bring SumUp to the next level, you might be the perfect match for us.

This role is an opportunity to make an impact and lift your career aspirations within a fast-growing, innovative, inclusive, and ethical business. As a naturally driven leader you welcome and expect outstanding performance from every member of the team. You love creative solutions and enjoy a vibrant and flexible working environment.

What you’ll do 

This role will take ownership of all internal communication within Customer Support by defining and executing a clear strategy in line with SumUp’s mission and business objectives. 

You are in charge of creating and implementing the direction for the managers in your team. You will be serving as a focal point for our In-House Customer Support Team. As part of this you oversee any people issues, alongside defining directional action plans to address any KPI deficits in partnership with the Group Leads. The Product & Marketing teams will seek to engage you in upcoming roadmaps or campaigns. As you fully understand the needs of our merchants, you advocate on behalf of them.

You’ll be great for this role if

  • You have a deep understanding of Customer Experience and People Management

  • You successfully have upscaled before and demonstrated leadership in (several) roles 

  • Great business acumen and a proven track record of process optimisation

  • Comfortable managing ambiguity in a matrix structure, leading change, aligning stakeholders and helping the team do the same delivering world-class results

  • You are a leader who balances pragmatism with visionary leadership

  • You have influential coaching communication skills and can present a vision in an articulate way that inspires other leaders

  • You take action and ownership, value accountability and think outside the box

Why you should join SumUp

  • We’re a global team of 2000+ people from 60+ countries, spread across 3 continents.

  • You can truly create your own path here and help us shape the future for small merchants.

  • We get together regularly for breakfasts, team events, office parties, and sports

  • You’ll receive a budget for your individual development, attending conferences and external training. 

  • We offer a corporate pension scheme, 28 days’ paid leave, free German and yoga classes, subsidized Urban Sports Club membership and other great benefits.

  • Our new office is based in the centre of Berlin and offers an amazing view over the rooftops also our own in house gym

  • We offer visa and relocation support for you, your family, and even your pets.

About Sumup  

We believe in the everyday hero. Small business owners are at the heart of all we do, so we're creating tools that 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, 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.