The opportunity
SumUp's Global Operations team is in the middle of a deliberate transformation - moving from reactive issue resolution to a proactive merchant happiness engine. To get there, we're separating our Customer Support and Customer Success functions so each can be led with focus, clarity, and the right commercial logic.
What you'll do
Own the full Customer Support strategy for EMEA: setting direction, performance targets, and the operating model for a 270+ person multilingual organisation
Drive measurable improvement across CSAT, First Contact Resolution, and: Average Handle Time, building a consistent performance culture through clear goals, regular reviews, and coaching
Lead the integration of AI and automation into day-to-day support operations,: ensuring the team is equipped to work smarter and that human effort is focused where it has the most impact
Act as the voice of the merchant at senior leadership level, using data and: customer insight to influence product decisions, reduce inbound contact volume, and improve self-serve resolution
Partner closely with Operations, Product, and Finance to align support: priorities with company-wide goals and to make the case for the right investments at the right time