Team Lead – Customer Support

About SumUp

At SumUp, we’re passionate about supporting small businesses. We believe everyone should have access to flexible, fair, and easy-to-use technology that helps bring their ideas to life. Millions of people dream of starting their own business — and we’re here to help make that happen. Our long-term ambition is to close the loop by turning everyday transactions into lasting relationships between businesses and their customers.

Our Customer Support teams are on the frontline of this mission. We guide merchants through challenges, help them navigate our products, and ensure each interaction reflects the care and quality we stand for. As we scale, we remain committed to delivering a world-class support experience that empowers small businesses to thrive.

As a Team Lead, you’ll shape this experience by supporting, mentoring, and developing Customer Support Specialists — equipping them with the tools, confidence, and knowledge to deliver exceptional service. You’ll also partner with cross-functional teams to improve processes, elevate quality, and drive operational excellence.

What You’ll Do

Lead and develop your team

• Conduct regular 1:1s, performance reviews, and career development conversations.
• Set clear goals, monitor performance against SLAs and KPIs, and ensure alignment with team/company objectives.
• Identify skill gaps and create targeted development plans.
• Support hiring efforts, lead onboarding, and ensure new joiners have a smooth introduction to SumUp.

Drive operational and service excellence

• Ensure your team delivers high-quality merchant support, including calibration sessions for consistency.
• Monitor operational metrics, analyze trends, and share insights with leadership.
• Handle complex escalations and coach the team on effective resolution.
• Collaborate with Workforce Management to maintain balanced shift coverage.

Strengthen knowledge, processes, and workflows

• Identify knowledge gaps and coordinate refresher trainings.
• Optimize workflows and automate repetitive processes.
• Ensure your team is confident using all support tools and systems; advocate for improvements where needed.
• Contribute to playbooks, documentation, and knowledge base content.

Foster a supportive and inclusive team culture

• Lead initiatives that boost engagement, satisfaction, and collaboration.
• Promote SumUp’s values and nurture an inclusive, psychologically safe environment.
• Facilitate team meetings with clear, transparent communication.

Collaborate across teams and influence strategy

• Partner with L&D, Content, Product, Engineering, WFM, and others to improve merchant and agent experiences.
• Bring the Voice of Customer to cross-functional stakeholders and advocate for improvements.
• Provide leadership with regular updates on performance, challenges, and opportunities.
• Contribute to planning, forecasting, and continuous improvement initiatives.

You’ll Thrive in This Role If You Have

• Experience in customer support, operations, or similar service environments.
• Previous leadership or coaching experience with a passion for developing people.
• Strong analytical skills and the ability to interpret data for decision-making.
• Excellent communication, empathy, and conflict-resolution abilities.
• A proactive, collaborative, and solution-oriented approach.
• Alignment with SumUp’s values: founder’s mentality, servant leadership, pragmatism, and humility.

Why You Should Join SumUp

• Global impact: Work with teams around the world on fintech products used by millions of small businesses (Berlin office, office-first setup).
• Diversity & Inclusion: A workplace where every voice is heard and valued.
• Learning budget: €2,000 annual budget for courses, conferences, and development.
• VSOP program: Own a stake in SumUp’s future success.
• Pension scheme: We match up to 20% of your contributions.
• 30-day sabbatical: Available after 3 years at SumUp.
• Referral bonus: Rewards for helping us grow the team.
• Additional perks: Urban Sports Club subsidy, Kita placement assistance, relocation support, subsidised office lunches, and more.