Customer Experience Supervisor

SumUp•El Paso, TX

6h•Onsite

About The Position

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.

Requirements

Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
Excellent collaboration, organizational, time management, customer service, and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
Ability to work and thrive in a team environment, focused on achieving results
Ability to maintain cooperative working relationships with all levels of management
Ability to assess team members' performance and provide motivational support
Ability to work both independently and as part of a team
Strong relationship building skills
Ability to recognize basic procedural/performance issues as they arise and escalate to the appropriate level
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
A hustler with a good old-fashioned work ethic, day in and day out. You take initiative and ownership to see things through to completion.
5 or more years of experience managing high performance teams

Responsibilities

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, Product, Risk, and Compliance teams to resolve complex issues and improve system reliability
Manage and optimize workflows in tools like Jira and Slack
Build monitor and improve key support metrics (CSAT, SLA adherence, first response time, resolution time)
Build scalable processes, including automation, triage frameworks, and self-service resources
Identify recurring issues and advocate for product and infrastructure improvements
Lead incident communication for high-impact outages, ensuring clear internal and external updates
Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines, with attention to quality standards, priorities, and overall goals
Serve as a resource for team members, based on a strong working knowledge of the team's responsibilities, goals, and associates’ individual development plans and training needs.
Oversee the use of standard process workflows by team
Coach, train and mentor team members and identify development needs, working with Leadership to coordinate additional training as needed
Provide feedback on the individual performance of representatives to leadership.
Provide direct feedback to representatives on areas of opportunities to enhance the services provided to the client.
Analyze team statistics and prepare reports and dashboards via Google Sheets and Salesforce.
Participate in projects, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed.