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SumUp is a leading fintech company empowering small entrepreneurs to thrive in the digital economy. Over 4 million businesses use SumUp for payment processing, point-of-sale solutions, card readers, inventory management, and business analytics.
We are seeking a Team Lead Junior for our Customer Support team in São Paulo. This is a people-management role responsible for leading, monitoring, engaging, and motivating a customer support team to meet queue targets and resolve customer issues effectively.
Key Responsibilities:
- Lead, monitor, and motivate the support team on queue management and problem resolution
- Develop robust action plans based on management methodologies
- Conduct 1:1s, performance feedback, and team meetings with visibility on processes and results
- Create individual development plans for direct reports with success metrics and tracking
- Plan and adjust team schedules and workload distribution
- Identify and support implementation of process improvements
- Monitor reports and communication channels to maintain operational efficiency
- Serve as a reference for operational visibility and strategy communication
- Influence and support peer leaders
- Drive end-to-end process improvements with clear communication
You will work with KPI analysis, dashboards, and data-driven decision-making. The role requires strong communication with teams and clients, proactive problem-solving, and the ability to manage team time and individual workload effectively.
Leadership Competencies:
- Training and coaching capability
- Conflict management and task distribution with efficiency focus
- Cross-functional project collaboration and influence on operational decisions
- Quick and effective decision-making considering team needs
- Data-driven management and KPI interpretation
- Emotional intelligence to manage complex situations
The role involves understanding KPIs and sector macro trends, connecting activities to area impact, structuring tactical-strategic action plans, and anticipating problems with robust solutions. You will have autonomy in team management, results, and metrics, with responsibility for documenting and delivering improvement projects.
Requirements:
- Expertise in KPI analysis and data-driven decision-making using dashboards
- Experience leading technical teams and regulatory processes in customer acceptance
- Experience conducting performance-based feedback and agent development
- Demonstrated influence in operational and behavioral processes
- Experience with individual and team time management
- Assertive communication with teams and clients
- Proactive problem-solving with quick learning and process adaptation
- Desirable: ability to build executive-level presentations
- Desirable: basic English
