Director, Customer Support

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. That means we're building this Director of Customer Support EMEA role from the ground up: full ownership of a 270+ person multilingual organisation, a clear mandate to raise the bar on quality and efficiency, and the opportunity to embed AI into how support actually works — not as a future ambition, but as a present-day competitive advantage. If you've scaled large support organisations before and want to do it again and have a direct impact on the lives of millions of small businesses, this is the role.

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

You'll be great for this role if…

Proven track record leading and scaling large, internationally distributed customer support organisations, ideally in a high-growth tech (or fintech) environment

Experience driving measurable improvements in CSAT, SLA performa