Director, 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. What you'll do 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 You'll be great for this role if… 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 Why you should join SumUp 🌎 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 About SumUp 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.