Customer Service & Operations Team Lead

SumUp are seeking a dedicated and experienced Information and Orgnisation Professional to manage their Customer Service & Operations, AML and KYC Team which includes the mangement of their frontline support experts and vendor teams in Australia. This key leadership role involves overseeing complex L2/L3 support functions, ensuring operational efficiency, and maintaining exceptional service quality for our merchants.

Benefits

Benefits

• 25 days paid leave (+ 1 day/year of service, up to 28 days)
• Additional health insurance and superannuation contribution
• Work within a supportive, global, and inclusive team environment
• Career ownership, team events, and international collaboration opportunities

Task & responsibilities

Task & Responsibilities

• Lead and manage Level 1 to Level 3 customer support operations across internal, international teams, markets and third-party vendors.
• Lead and manage Level 1 to Level 3 Technical operations across internal international teams, markets and third-party vendors.
• Ensure high-quality service delivery across all channels including technical support, transaction issues, onboarding, and logistics.
• Understanding KYC processes, AML policies and compliance accross merchant onboarding, acceptance and transacting. 
• Oversee operational efficiency and team performance against defined KPIs and SLAs.
• Collaborate cross-functionally with internal teams and SumUp's global business, including Product, Tech, Logistics, and Compliance.
• Manage and develop support processes that scale with SumUp’s product growth and customer base.
• Partner with third-party logistics and warehousing providers to ensure reliable service to merchants.
• Drive continuous improvement initiatives for team welfare, operational workflows, and customer satisfaction.
• Act as a key contact point for internal stakeholders and represent the Australian support function globally.

Qualification & experience

Qualification & Experience

• Minimum of 3 years’ experience in customer service and operations.
• Minimum of 3 years’ experience in Technical and payment processing operations.
• Proven experience managing customer service or call centre teams.
• 5 years experience fir technical support, transaction issues, onboarding, KYC, AML policies and logistics.
• Demonstrated ability to manage vendor relationships and external partners.
• Strong leadership and interpersonal skills, with the ability to coach and motivate teams.
• Ability to make data-driven decisions and manage team performance through KPIs.
• Flexibility and initiative to thrive in a startup or scale-up environment.