AI Experience Lead - Operations

About the team

The AI Experience team sits within SumUp's Operations function, focused on one clear mission: making AI-powered support genuinely useful for the millions of small businesses that rely on SumUp every day. The team owns the conversation design, content quality, and performance of SumUp's AI Assistant — working at the intersection of customer experience, data, and product thinking. This role is the dedicated leader the team has been built for: someone who can set the strategic direction, raise the bar on performance, and develop a talented group of analysts doing meaningful, pioneering work.

🎬 Get a feel for where you'll be working: Berlin

What you'll do

Define and lead the strategic direction of AI-assisted customer support, setting the roadmap for conversation design, content quality, and self-service performance

Own the AI Assistant's core performance metrics — resolution rates, escalation rates, save rates, and customer satisfaction — and drive measurable improvements across all of them

Build and maintain a Quality Assurance framework for AI customer support, ensuring answers are accurate, clear, and aligned with SumUp's support standards

Lead, develop, and grow a team of seven analysts across conversation design, QA, and content — bringing structure, direction, and coaching to a newly formed function

Collaborate closely with Product, Engineering, and Operations leads to align priorities, remove blockers, and translate business goals into cross-functional improvement plans

You'll be great for this role if…

Proven track record of owning and moving core performance KPIs in a customer support, operations, or service environment, with clear accountability for outcomes.

Experience leading automation, chatbot, or self-service initiatives — with direct exposure to AI in support or a strong, demonstrated interest in the space.

Strong people management skills, with experience leading small-to-mid-sized teams of analysts or operations specialists.

Ability to work effectively in a matrix environment, influencing Product, Engineering, and Operations stakeholders without direct authority.

Comfort with ambiguity and fast-moving priorities, with a structured approach to problem-solving and a continuous improvement mindset.

Why you should join SumUp

🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup

🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success

📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education

💶 A corporate pension scheme where we match up to 20% of your contributions

🏖 Generous time off: enjoy 28 days of paid leave plus public holidays and special leave days

🏋️ Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches

🌴 Break4me: 1-month sabbatical after 3 years of service

🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

About SumUp

Be empowered to do more that matters.

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.