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About the Role

The AI Experience team is focused on making AI-powered support genuinely useful for small businesses. This role is the dedicated leader for the team, responsible for setting strategic direction, raising performance standards, and developing a talented group of analysts.

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.

Location

• Berlin

Work Type

• Office-first setup

Benefits

• Enrolment onto our Virtual Stock Option programme
• A dedicated annual L&D budget of €2000 for your individual development
• 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

About the Company

• 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.

Equal Opportunity

• 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.