Director of 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.

• 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

• 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 performance, and operational efficiency, with a data-driven approach to performance management
• Strong commercial mindset, with the ability to balance short-term service targets against longer-term structural improvements to tooling, self-serve, and team capability
• Exceptional stakeholder management skills, with confidence communicating across seniority levels - from team leads to Executives
• Hands-on experience with AI adoption, support platform optimisation, or large-scale operational transformation

• Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Barcelona 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
• Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success
• A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education
• Generous time off: enjoy 23 days of paid leave plus public holidays and special leave days
• Subsidised restaurant tickets (Edenred) and office breakfast on Mondays
• Break4me: 1-month sabbatical after 3 years of service
• Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team