.Head of Customer SupportAt SumUp, we envision a world where everyone can build a thriving business. We know small businesses are the lifeblood of our communities, and we have built our business to support and champion our merchants on their journey. We believe in customer support that solves problems, and as we grow, we are increasing our investment in merchant care to make sure our business keeps up with the needs of our customers. To help us do this, we are looking for a Head of Customer Support to lead our European Customer Support team. Customer Support will be available in 3 main hubs: Berlin, Sofia, and Barcelona. The Head of Customer Support will be the leader for these hubs to drive thinking, take executive decisions, work closely with team leads, and serve as a focal point for a team of approximately 150 people.What you'll doBe the go-to person for Customer Support in Europe and be responsible for maintaining and building strong customer support hubs in Berlin, Barcelona, and Sofia.Be accountable for Level 2 support performance for all products and implement a segment-based support strategy that ensures all merchants get the support they need.Be an advocate for customers inside SumUp, championing customer needs with product and engineering teams.Be a key part of the Operations leadership team, working closely with counterparts in other teams to optimize and build solutions that help solve problems for merchants.Be an expert in Customer Support technology and contribute to developing and building the most efficient and advanced support organization in the industry.Be a champion of our support teams, building and developing high-performing groups that live our ambition to solve problems for our merchants.You'll be great for this role ifYou have solid experience in developing and leading Customer Support teams (up to 150 people), ideally within the Tech industry.You have successfully upscaled before and demonstrated leadership in (several) roles.You have experience with the 2-tier service model and vendor management.You have great knowledge of operational excellence, knowing what best-in-class support processes look like and how to navigate to deliver those.Excellent business acumen and a proven track record of process optimization.Comfortable managing ambiguity in a matrix structure, leading change, aligning stakeholders, and helping the team do the same delivering world-class results.You take action and ownership, value accountability, and think outside the box.Why you should join SumUpWe are a true global tech company with over 3000+ people from 93 nationalities, spread across 22 offices in Europe, LatAm, and the US.You can truly create your own path here and help us shape the future for small businesses globally.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
