Team Lead - Consumer Operations; Talent Pool

Team Lead - Consumer Team

At Sum Up, 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 Fin Tech 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 Sum Up 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  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 environments
• Analytical & Reporting
  
  Skills:
  
  Ability to create and analyze reports using tools like Salesforce, Tableau, and Google Sheets/Docs to drive data-informed decisions
• Problem-Solving & Escalation Handling:
  Excellent objection handling, conflict resolution, and ability to manage complex customer and team escalations effectively
• Hands-on Support Capability:
  Ability to assist agents with their responsibilities, provide coaching in real-time, and lead by example on the floor
• Organizational Excellence:
  Strong organizational skills with proven ability to multitask, prioritize, and manage multiple competing demands simultaneously

• Opportunity to work with Sum Uppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup
• Commitment to Diversity and Inclusion:
  Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
• Restaurant tickets (Edenred)
• A dedicated annual L&D budget of €2000 for attending conferences and/or advancing your career through further education
• 30 Days Sabbatical:
  Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with Sum Up
• Referral Bonus:
  Earn additional rewards by referring talented individuals to join the Sum Up team

We believe in the everyday hero. Small business owners are at the heart of all we do, so we're creating tools that help them run their businesses. With a founder’s mentality and a 'team-first' attitude, our diverse teams across Europe, South America, and the United States work together to ensure that the small business owners we partner with can be…