AI Experience Lead - Operations

About the team

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 SumUp's AI Assistant — working at the intersection of customer experience, data, and product thinking. This role is the dedicated leader the team has been built for: someone who can set the strategic direction, raise the bar on performance, and develop a talented group of analysts doing meaningful, pioneering work.

🎬 Get a feel for where you'll be working: Berlin

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

You'll be great for this role if…

Proven track record of owning and moving core performance KPIs in a customer support, operations, or service environment, with clear accountability for outcomes.

Experience leading automation, chatbot, or self-service initiatives — with direct exposure to AI in support or a strong, demonstrated interest in the space.

Strong people management skills, with experience leading small-to-mid-sized teams of analysts or operations specialists.