Team Lead - Consumer for Operations (Talent Pool)

Team Lead - Consumer Team

At SumUp, we are driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we are well on our way as small businesses in over 33 countries around the world rely on SumUp to get paid. To get there, we are putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!

We are looking for a Team Lead for the Consumer Team in Operations to play a key role supporting, mentoring, and developing a team of Customer Support Agents, ensuring they have the tools, knowledge, and confidence to deliver outstanding service. You'll work closely with cross-functional partners to improve processes, elevate quality, and drive operational excellence across the team.

This is a brand-new team supporting a fast-growing product, giving you the unique opportunity to help define what outstanding consumer support looks like at SumUp. As one of the founding members of the team, you'll play a key role in shaping processes, influencing the customer experience, and contributing to the growth of a team that's set to expand rapidly.

What you’ll do

Team Foundation & Setup

Team Engagement & Culture

People Management & Development

Operational Excellence & Quality Assurance

Knowledge & Process Improvement

Cross-functional Collaboration & Stakeholder Management

Strategic Leadership & Innovation

What we’re looking for

People Leadership Experience: Proven track record of effectively managing teams of 10+ people, including performance management, coaching, and career development

Language Proficiency: Fluent in English and another European language, both verbal and written

Performance Management: Strong experience setting, tracking, and monitoring team performance metrics, OKRs, and SLAs in fast-paced, dynamic environm