Customer Experience Manager

| Greater Boulder Area
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Customer Experience Manager USA

We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams. Small business owners are at the heart of all we do, so we're creating 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 small business owners can be successful doing what they love.

Your impact at SumUp

Joining our US team will be exciting for you if you enjoy helping people, building teams and working in a results-driven environment. merchants focus on what they love. The role of the Customer Experience Manager is to lead, develop and build a top of the class customer experience team while helping SumUp to scale effectively in the US. Your mission is to motivate and develop all current and future CX agents, facilitate the necessary training and quality assurance and build the CX infrastructure. You will work closely with the Head of Operations US to enable an outstanding customer experience through emerging CX software and tools. We are building the future of the payment world, are you interested to be part of it? 

Your role and responsibilities

  • Leading and developing the team: Orchestrate SumUp’s fastest-growing customer experience team in Boulder and grow an independent, innovative and customer-focused support team for our US customers. 
  • Data based decision making: Develop, empower and motivate the team to thrive for customer experience excellence by continuous training, quality assurance, KPI and data-driven decisions. 
  • Be a Visionary: Build an infrastructure for a large-scaled team that includes 1st, 2nd level support, quality assurance, and training as well as take responsibility for implementing emerging software trends and APIs to improve CX performance. 

Does this describe you? 

  • You have a proven track record in customer-facing operations. Experience with Salesforce, Five9 and/or Tableau is a plus. 
  • You are an exceptional leader and demonstrate the interpersonal and leadership skills required to interact with team members, core team and internal/external customers.
  • You are independent, proactive, anticipate your team’s needs, are curious and adaptable to fast-paced and constantly changing environments. 
  • You have the ability to see the big picture, deep dive into solutions for long term business growth and take KPI and data-driven decisions. 
  • You have stakeholder management skills to foster cross functional collaboration between all teams. 
  • You enjoy to be the ears and voice of the customer and to communicate their needs effectively 

Why work for SumUp? 

  • Be part of a welcoming community of more than 2000 people from over 60 nationalities. We get together regularly for brunches, cocktail nights, and office parties
  • Prime office location on Pearl Street (Downtown Boulder)
  • Health, dental, vision and life insurance
  • FSA & 401K Retirement Plans
  • Startup environment and small, cross-functional teams  

Apply now!

We're looking forward to meeting our next teammate! You can also choose whether to include a CV, your LinkedIn profile, a link to your github, tech blog, or portfolio – whatever you think will give us your complete picture.

You do not need to match every listed expectation to apply for this position. Here at SumUp, we believe that diverse perspectives foster innovation, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

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, color, 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.

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Location

SumUp is located on Pearl Street in downtown Boulder with beautiful views of the Flatirons and access to restaurants, bars and public transport.

An Insider's view of SumUp

What’s the vibe like in the office?

Our SumUp Boulder office is full of collaboration! We work in an open environment and our team is cross-functional. SumUp is constantly growing and while being on this amazing journey we just enjoy learning from each other!

Mora

Head of US Customer Support

How do you collaborate with other teams in the company?

At SumUp, we are the ears and eyes of our organization. Other teams value our feedback and use it to make business decisions, improve the product, and make our merchants happy! Support Agents have opportunity to grow within the department and develop new skills that can lead to new opportunities within the company.

Zach

Customer Support Agent

How has your career grown since starting at the company?

SumUp USA is still small, so all the team members have a founder's mentality. We interpret this as the ability to be self-driven, think pragmatic, and do more with less. I have put lots of work into growing our business, and as our company grows, so does my team and my responsibilities!

Brian

Head of Performance Marketing

How do you make yourself accessible to the rest of the team?

Everyone is always welcome to approach me. We work in an open office with an open door policy and team members can always come to me with ideas and feedback.
Also, we discuss new initiatives and celebrate successes during the weekly all hands.

Jan

Managing Director

What are SumUp Perks + Benefits

SumUp Benefits Overview

SumUp is located on Pearl Street in downtown Boulder. Beyond the beautiful views of the Flatirons from our office we offer:

- Health, dental, vision and life insurance
- FSA & 401k retirement plans
- Immediately available PTO
- Startup vibes + cross-functional teams
- Weekly team events and milestone celebrations
- A rotating selection of free beer
- Free EcoPass for public transport all around Colorado
- One Outdoor/Powder Day a year! This is why we work in Boulder right?

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Free Bus Pass
Stocked Kitchen
Some Meals Provided
Parking
We offer employees Paid on-site garage parking.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
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