About the company
The AI Experience team sits within SumUp's Operations function, focused on one clear mission: making AI-powered support genuinely useful for the millions of small businesses that rely on SumUp every day. The team owns the conversation design, content quality, and performance of SumUp's AI Assistant — working at the intersection of customer experience, data, and product thinking. This role is the dedicated leader the team has been built for: someone who can set the strategic direction, raise the bar on performance, and develop a talented group of analysts doing meaningful, pioneering work.
Responsibilities
- Define and lead the strategic direction of AI-assisted customer support, setting the roadmap for conversation design, content quality, and self-service performance
- Own the AI Assistant's core performance metrics — resolution rates, escalation rates, save rates, and customer satisfaction — and drive measurable improvements across all of them
- Build and maintain a Quality Assurance framework for AI customer support, ensuring answers are accurate, clear, and aligned with SumUp's support standards
- Lead, develop, and grow a team of seven analysts across conversation design, QA, and content — bringing structure, direction, and coaching to a newly formed function
- Collaborate closely with Product, Engineering, and Operations leads to align priorities, remove blockers, and translate business goals into cross-functional improvement plans
Requirements
- Proven track record of owning and moving core performance KPIs in a customer support, operations, or service environment, with clear accountability for outcomes.
- Experience leading automation, chatbot, or self-service initiatives — with direct exposure to AI in support or a strong, demonstrated interest in the space.
- Strong people management skills, with experience leading small-to-mid-sized teams of analysts or operations specialists.
- Ability to work effectively in a matrix environment, influencing Product, Engineering, and Operations stakeholders without direct authority.
- Comfort with ambiguity and fast-moving priorities, with a structured approach to problem-solving and a continuous improvement mindset.
Conditions
- Opportunity to work with SumUppers 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
- 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
- A corporate pension scheme where we match up to 20% of your contributions
- Generous time off: enjoy 28 days of paid leave plus public holidays and special leave days
- Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches
- Break4me: 1-month sabbatical after 3 years of service
- Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team