Support Sr Manager (Customer Success) in SumUp

Closed job - No longer receiving applicants

We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams. 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 small business owners can be successful doing what they love.

As part of the Support team, you’ll play a key role in managing the biggest team at SumUp. We’re a diverse group working with other areas such as Social Media, Onboarding, Marketing, PayOps, Logistics and Risk&Fraud. Together, we focus on 3 main objectives: Give the most simple, comfort and clear support to our merchants; Permeate our culture; Be our merchant's voice for the rest of the team, to be constantly improving our service.

In SumUp we see value in working side by side with our teams, cultivating our culture and giving space for the spontaneity of the day to day. This is why our work dynamic is hybrid!

Funciones del cargo

We’re looking for a Support Lead (main area leader) to help us improve our support standards by arranging, managing and motivating a big team of people to put their natural best in their daily tasks.

What you’ll do

  • Test your awesome people skills, considering you’ll lead a big team with several layers of leadership and be the first one to promote and sponsor their development. And directly leading Support Manager (Support Operations), QA Coordinator (Quality Assurance and continuous improvement) and Salesforce developer (Product development and integrations).
  • Define strategic support KPIs, and mid/long term projects to reach them. Improving area optimization, customers touchpoint quality and agents success.
  • Coordinate with Support area leaders in EU, BR, US, CO, and PE to foster best practices (both ways) in order to settle the best perceived support area in the south cone.
  • Inherit your skills to develop your team, and populate the area with talent dense teams, so they can develop high impact and value driven projects.

Requerimientos del cargo

You’ll be perfect for this position if

  • You’ve had at least 3-4 years managing other team leaders
  • Previous experience at companies with a recognized focus on customer experience, such as tech companies, premium banks, etc.
  • English is mandatory as you’ll be part of a truly global organization
  • Knowledge of Excel and analytical capabilities are necessary. Being comfortable with vast data, interpreting them and coming up with conclusions are a fundamental part of this role.
  • Experience with project management
  • Ability to articulate and be a good communicator, so you can efficiently guide your team

Condiciones

  • Nice and flexible working hours
  • Transport voucher and meal voucher
  • The opportunity to be part of a revolution in the Chilean payments industry!
  • You’ll have the freedom to drive your career, own projects and make an impact across the company
  • Empowerment to do great things and the opportunity to leave your mark
  • An amazing team and work-environment, that works with passion, purpose and high-output
  • Rewarding compensation

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.

Wellness program SumUp offers or subsidies mental and/or physical health activities.
Accessible An infrastructure adequate for people with special mobility needs.
Pet-friendly Pets are welcome at the premises.
Equity offered This position includes equity compensation (in the form of stock options or another mechanism).
Flexible hours Flexible schedule and freedom for attending family needs or personal errands.
Life insurance SumUp pays or copays life insurance for employees.
Company retreats Team-building activities outside the premises.
Commuting stipend SumUp offers a stipend to cover some commuting costs.
Computer provided SumUp provides a computer for your work.
Education stipend SumUp covers some educational expenses related to the position.
Performance bonus Extra compensation is offered upon meeting performance goals.
Informal dress code No dress code is enforced.
Recreational areas Space for games or sports.
Vacation over legal SumUp gives you paid vacations over the legal minimum.
Beverages and snacks SumUp offers beverages and snacks for free consumption.
Vacation on birthday Your birthday counts as an extra day of vacation.
Time for side projects SumUp allows employees to work in side-projects during work hours.
Parental leave over legal SumUp offers paid parental leave over the legal minimum.

Remote work policy

Hybrid

This job takes place some days from home and others at the office.

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