Descripción de la oferta
Experteer Overview La información a continuación detalla los requisitos del puesto, la experiencia esperada del candidato y las cualificaciones correspondientes. As Customer Support Team Lead, you will mentor and grow a French-speaking support team to deliver high-quality merchant assistance. You will partner with cross-functional teams to improve processes, quality, and operational excellence, turning customer feedback into actionable improvements. You’ll balance coaching, performance management, and resource planning to meet SLAs and KPIs. This role offers impact by shaping the support experience for small businesses and reinforcing SumUp’s mission to enable entrepreneurs to thrive.Compensaciones / Beneficios• Lead and develop the team through regular 1:1s, performance reviews, and career development conversations• Set clear goals and monitor performance against SLAs and KPIs aligning with company objectives• Identify skill gaps and create development plans; support hiring and onboarding for new joiners• Ensure high-quality merchant support and calibration to maintain consistency• Monitor operational metrics, analyze trends, and share insights with leadership• Handle complex escalations and guide effective resolution strategies• Coordinate training refreshers; optimize workflows and automate repetitive steps to reduce bottlenecks• Contribute to playbooks, process documentation, and knowledge base content• Foster a supportive, inclusive, and engaged team culture; facilitate transparent communication• Collaborate with L&D, Content, Product, Engineering, WFM, and other teams; advocate for improvements based on Voice of Customer• Provide leadership updates on performance, challenges, and opportunities; contribute to planning and continuous improvement initiativesResponsabilidades• Experience in customer support, operations, or similar service environments• Previous leadership xcskxlj 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• 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 EnglishRequisitos principales• annual learning & development budget• meal vouchers• diverse and inclusive culture• 30-day sabbatical after 3 years• referral bonuses
