Our vision is to transform our contact center and CRM platforms into a powerful tool that empowers agents to deliver exceptional customer experiences and drive business growth. By focusing on agent efficiency, routing optimization, proactive recommendations, insights generation, and user experience improvements, we aim to equip agents with the tools they need to provide personalized, efficient, and effective support.
As part of the Global Operations tribe, we have over a thousand daily users on our systems, across all SumUp Markets. Our stakeholders are primarily teams taking care of Merchant’s needs (Customer Support and Customer Success), but we also collaborate with other operations teams that need overview of Merchant information and case management that CRM offers (Onboarding, Risk & Anti-Fraud).
What you’ll do:
As the Operations Support Lead, you will be responsible for:
Configure user accesses and operational tools, ensuring readiness for supporting our merchants reactively (customer support) and proactively (customer success).
Support processes related questions (what and how to do certain tasks - referencing to knowledge bases, or identifying gaps in them).
First investigation of the issues flagged by the users, in Salesforce, SOAP or Backoffice. Troubleshoot if possible, or refer them to the responsible teams identifying critical from not critical issues and creating tickets detailing the requirements, when needed. Particular emphasis on case management and communication channels.
Ensure the issue is solved by the responsible collaborative team and communicated back to users.
Identify enhancements to processes and tools based on feedback and analysis, ensuring they align with user needs and contribute to increased productivity and effectiveness across teams for all our operational processes.
Update and develop a comprehensive knowledge base and self-service resources to empower users to troubleshoot common issues independently, thereby reducing the overall support burden.
You’ll be great for this role if
You communicate with clarity and impact in English, understanding how the message has been received;
You have great
experience leading teams that support hundreds or more internal users from various domains, including:
Growing people’s careers;
Organizing ways of work;
Prioritizing tasks;
You worked with and configured Salesforce and Five9 systems;
You can convey technical information in a user-friendly manner, both verbally and in written communication;
You enjoy identifying, analyzing, and resolving issues efficiently, either independently or by collaborating with technical teams;
You are interested in tracking trends and patterns in user inquiries and issues to proactively identify areas for improvement;
You can document processes, FAQs, and troubleshooting guides to facilitate user support and enhance team knowledge.
Why you should join SumUp
We’re a truly global team of 3200+ people from 92+ countries, spread across 4 continents.
You'll have the opportunity to make an impact as we work in flat hierarchies.
A dedicated annual Learning & Development budget (R$10.000/ year) for attending conferences and/or advancing your career through further education.
Enrollment into our virtual stock ownership program - you will own a stake in SumUp’s future success.
Access to the SumUp Sabbatical, our Employee assistance program for mental health as well as Fitness and language learning benefits.
You’ll attend global offsites and/or hackathons.
Health Plan (SulAmerica), Dental Plan (optional), Corporate Pension Plan, Gympass, Parking lot or Transport Voucher, childcare allowance (for children under 6 years old), Zenklub (subsided therapist through app), consigned credit / salary anticipation, diversity allowance (name change & hormonal therapy costs subsidy).
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, Australia 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.
Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.