Team Lead - Consumer for Operations

About the role

Join SumUp's Operations team as a Team Lead for the new Consumer Support unit. You will guide and develop a team of Customer Support Agents, ensuring they have the necessary resources and knowledge to provide excellent service. This role involves collaborating with other departments to refine processes, enhance service quality, and achieve operational excellence.

Key facts

What you'll do

• Establish and organize the new Consumer Support team.
• Foster a positive and engaging team culture.
• Manage and develop team members, including performance reviews and coaching.
• Ensure operational excellence and maintain high-quality standards.
• Identify and implement improvements for knowledge and processes.
• Work with other teams and manage stakeholder relationships.
• Provide strategic direction and encourage innovation within the team.

Requirements

• Demonstrated experience leading teams of 10 or more individuals, including performance management, coaching, and career development.
• Fluent in English and at least one other European language, both written and spoken.
• Strong background in setting, tracking, and monitoring team performance metrics, OKRs, and SLAs in fast-paced environments.
• Capable of creating and analyzing reports to inform decisions.
• Excellent skills in handling objections, resolving conflicts, and managing complex customer and team escalations.
• Able to directly assist agents, provide real-time coaching, and lead by example.
• Highly organized with the ability to multitask, prioritize, and manage multiple demands simultaneously.

Skills & tools

• Salesforce
• Tableau
• Google Sheets/Docs

Practical notes

• This role is office-first, based in Barcelona.
• Benefits include restaurant tickets (Edenred) and an annual L&D budget of €2000.
• After 3 years of employment, you are eligible for a 30-day sabbatical.
• A referral bonus program is in place.
• SumUp is an Equal Employment Opportunity employer committed to diversity and inclusion.