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.
🎬 Get a feel for where you'll be working: Berlin
What you'll do- 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
- 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.
- 🌎 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
Be empowered to do more that matters.
At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.
Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.
SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.
Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.
Skills Required
- Proven track record of owning and improving core customer support performance KPIs (resolution, escalation, save rates, CSAT)
- Experience leading automation, chatbot, or self-service initiatives with direct exposure to AI in support or strong demonstrated interest in AI
- Experience building and maintaining Quality Assurance frameworks for AI-driven customer support or conversational systems
- People management experience leading small-to-mid-sized teams of analysts or operations specialists
- Ability to work effectively in a matrix environment and influence Product, Engineering, and Operations stakeholders without direct authority
- Structured problem-solving approach, comfort with ambiguity, and a continuous improvement mindset
SumUp Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SumUp and has not been reviewed or approved by SumUp.
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Leave & Time Off Breadth — Paid time off is positioned as a standout, including 22 vacation days that increase with tenure, public holidays, a quarterly Wellness Day, special leave, and a fully paid one‑month sabbatical after three years. This combination makes time-off benefits feel notably robust in the overall rewards package.
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Healthcare Strength — Health coverage is described as comprehensive, with medical plan options (including carriers such as Cigna and Kaiser) plus dental and vision. Company-paid life insurance and disability coverage are also part of the protection package in the U.S. materials.
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Retirement Support — Retirement benefits include a published 401(k) match formula that provides an employer match up to a stated cap. The clarity of the match structure supports straightforward evaluation during offer comparisons.
SumUp Insights
What We Do
SumUp believes that every business should have access to affordable, easy-to-use financial solutions, no matter their size. That’s why more than 3 million businesses worldwide rely on SumUp to run their business. What started out as one card reader has now turned into a range of payment hardware, banking solutions, marketing, and loyalty tools, invoicing, and so much more. From sales and marketing to product and engineering, our cross-functional US team works together to ensure that small business owners can be successful doing what they love.
Why Work With Us
SumUp USA is part of the global SumUp organization that stretches across multiple continents from Berlin to Sao Paulo. Our teams are multicultural, have a collaborative mindset and bold goals. Join our mission if you want to become part of the success story and help empower over 3 million merchants using SumUp already!
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