The opportunity
The AI Experience team sits within SumUp's Operations function, focused on one clear mission: making AI-powered support genuinely useful for the millions of small businesses that rely on SumUp every day. The team owns the conversation design, content quality, and performance of…
What you'll do
Define and lead the strategic direction of AI-assisted customer support,: setting the roadmap for conversation design, content quality, and self-service performance
Own the AI Assistant's core performance metrics: resolution rates, escalation rates, save rates, and customer satisfaction — and drive measurable improvements across all of them
Build and maintain a Quality Assurance framework for AI customer support,: ensuring answers are accurate, clear, and aligned with SumUp's support standards
Lead, develop, and grow a team of seven analysts across conversation design,: QA, and content — bringing structure, direction, and coaching to a newly formed function
Collaborate closely with Product, Engineering, and Operations leads to align: priorities, remove blockers, and translate business goals into cross-functional improvement plans
