Customer Support Team Lead
About this role
Customer Support Team Lead - French
About the team:
At SumUp, we're passionate about supporting small businesses. We believe everyone should have access to flexible, fair, and easy-to-use technology that helps bring their ideas to life. Every day, millions of people around the world dream of starting their own business—and we're here to help make that happen. Our long-term ambition is to close the loop by turning everyday transactions into lasting relationships between businesses and their customers.
Our Customer Support teams are the frontline ambassadors of this mission. We guide our merchants through challenges, help them navigate our products, and ensure that every interaction reflects the care and quality we stand for. As we continue to scale, we're committed to maintaining a world-class support experience that empowers small businesses to thrive.
As a Team Lead, you'll play a key role in shaping this experience. You'll support, mentor, and develop a team of Customer Support Specialists, ensuring they have the tools, knowledge, and confidence to deliver outstanding service. You'll work closely with cross-functional partners to improve processes, elevate quality, and drive operational excellence across the team.
Responsibilities
- Lead and develop your team
- Conduct regular 1:1s, performance reviews, and career development conversations.
- Set clear goals, monitor performance against SLAs and KPIs, and ensure alignment with team and company objectives.
- Identify skill gaps and create development plans to help team members grow.
- Support hiring efforts, lead onboarding, and ensure new joiners have a smooth and supportive introduction to SumUp.
- Drive operational and service excellence
- Ensure your team delivers high-quality merchant support, running calibration sessions to maintain consistency.
- Monitor operational metrics, analyze trends, and share insights with leadership.
- Handle complex escalations and guide the team on effective resolution strategies.
- Collaborate with Workforce Management to maintain adequate shift coverage and schedule balance.
- Strengthen knowledge, processes, and workflows
- Identify knowledge gaps and coordinate training refreshers.
- Optimize workflows, automate repetitive steps, and reduce operational bottlenecks.
- Ensure your team is confident using all support tools and systems, and advocate for improvements where needed.
- Contribute to playbooks, process documentation, and knowledge base content.
- Foster a supportive and inclusive team culture
- Lead initiatives to boost team engagement, satisfaction, and collaboration.
- Promote SumUp's values and help build a diverse, inclusive, and psychologically safe work environment.
- Facilitate team meetings, ensuring clear and transparent communication.
- Collaborate across teams and influence strategy
- Partner with L&D, Content, Product, Engineering, WFM, and other teams to support merchant and agent experience.
- Bring the Voice of Customer to cross-functional stakeholders and advocate for improvements.
- Provide leadership with regular updates on team performance, challenges, and opportunities.
- Contribute to planning, forecasting, and continuous improvement initiatives.
- You'll thrive in this role if you have:
- Experience in customer support, operations, or similar service environments.
- Previous leadership or coaching experience, with a passion for developing people.
- Strong analytical thinking and ability to interpret data to drive decisions.
- Excellent communication, empathy, and conflict-resolution skills.
- A proactive, collaborative, and solution-oriented mindset.
- Alignment with SumUp's values: founder's mentality, servant leadership, pragmatism, and humility.
- Native or advance level of French and English
- 💼 Why you should join SumUp
- At SumUp, you’ll be part of a company that’s growing fast — and so will you. We’ll give you the tools, training, and community to build your career in tech and customer experience from day one.
- Here’s what we offer:
- 🌎 Work with talented SumUppers across the globe on fintech products used by millions of businesses worldwide.
- 📚 A dedicated €2,000 annual learning & development budget — invest in courses, conferences, or certifications that excite you.
- 🌈 A culture that celebrates diversity, inclusion, and belonging — we want you to bring your whole self to work.
- 🥗 Meal vouchers and perks to make your everyday life easier.
- 🔄 30-day sabbatical after 3 years at SumUp — time to recharge, travel, or pursue a personal goal.
- 💸 Referral bonuses — bring great people with you on the journey!
- 🚀 Ready to make an impact?
- If you’re looking for a role where you can grow, learn, and help small businesses succeed — we’d love to hear from you.
- Join us, and let’s shape the future of fintech together. 💙
About SumUp
We believe in the everyday hero. Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of 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. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. SumUp will not accept unsolicited resumes from any source other than directly from a candidate. 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.