Customer Experience Supervisor

Job description

Tier 2 Customer Care Supervisor This is an in office role - interested and qualified applicants must be willing and able to commute to our El Paso Customer Experience Center Who you are: SumUp is seeking a dynamic and hands-on Tier 2 Supervisor to lead the charge in delivering a seamless, end-to-end customer experience across the full merchant journey. In this role, you will serve as a critical subject matter expert — identifying system limitations, surfacing product bugs, and translating insights into actionable improvements that elevate our merchant experience. You will also play a key role in supporting and resolving complex merchant payment-related inquiries, ensuring every interaction reflects SumUp's commitment to excellence and partnership. The ideal candidate will be highly driven to provide SumUp merchants with the very best experience possible and able to work in a collaborative and fast-paced environment. What you'll do: - Lead, coach, and develop a team of 5-6 technical support reps, fostering a high-performance, customer-first culture - Own daily Tier 2 support operations, including queue management, escalations, and incident response - Partner closely with Engineering...