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Product Lead - Merchant Success

Berlin, Germany · Product

The vision of the Merchant Success Tribe is to become true partners to millions of small businesses that accept payments and grow their business using SumUp’s products, by delivering a swift and effortless issue resolution and educational experience. Our team members are based in our Berlin and São Paulo offices and consist of software developers, product managers, designers, data scientists and Salesforce specialists, whose orchestrated efforts in cross functional teams are aimed at getting us closer to our vision.

As our Product Lead, your primary responsibilities will be to guide and develop a group of product managers (PMs) and associate product managers, as well as shaping the product strategy for the tribe. To do so you’ll need to have "been there, done that", with multiple years of experience as a PM, consistently delivering great results under complex situations. In addition to excelling as a Product Lead, you should enjoy guiding and developing others, always taking a practical, hands-on approach.

In this position, you’ll play a pivotal role in the creation and definition 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 platform team. You will guide the vision for the next evolution of support experiences at SumUp. You will closely work with PMs who 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 be key in 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 is effortless for both our merchants and agents.

What you'll do

  • Understand our merchants deeply by carrying out extensive research to identify product improvement needs or new product launches

  • Develop and coach a diverse group of Product Managers, supporting them in defining and achieving milestones on their career path

  • Understand the cross-squad impact of our products and systems, addressing dependencies and ensuring product consistency

  • Develop together with Product Managers and Engineering a holistic roadmap for SumUp’s merchant success initiatives, defining success metrics and KPIs aimed at delivering the best possible experience to merchants

  • Ensure a flow of communication in all directions

  • Contribute to our product community at SumUp, sharing knowledge, discussing best practices and continuously improving our overall product practices and skills

You’ll be great for this position if

  • You’ve been a fantastic Product Manager for 6+ years, including shipping data-driven products and leading product managers (remotely leading people in multiple locations is a plus).

  • You have a proven track record of designing, building and shipping Software as a Service (SaaS), Infrastructure as a Service (IaaS), or Platform as a Service (PaaS).

  • You have a very good understanding of customer & support facing technologies, data technologies, CRM (experience with Salesforce is a plus).

  • You have excellent written and verbal communication skills, and are confident adapting content and message to suit a particular audience.

  • You have strong analytical skills and are a role model for data-informed decision making, balancing qualitative and quantitative insights to make the right business decisions.

  • You’re willing to travel to SumUp offices in EU and Brazil.

Why you should join SumUp

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

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

  • You’ll receive a budget for external training and attending conferences. 

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

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

  • You’ll be based in the heart of Berlin, one of Europe’s leading tech hubs and most vibrant cities.

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.