Senior Product Manager - Merchant Success

In the Merchant Success Tribe we leverage data and technology to automate troubleshooting, educate our customers throughout their journey, and answer their questions before they ask them. For complex issues where a human touch is required, we provide the optimal tools, communication channels and information, allowing agents to seamlessly resolve complex issues.

We are looking for a Senior Product Manager who will take ownership of the support agent experience by developing tools and solutions to improve their productivity. You will set the vision for the evolution of support experiences at SumUp. You will also be responsible for identifying opportunities to leverage new technologies such as automation, artificial intelligence, and machine learning to help us deliver personalized service at scale. You will interact with key operations stakeholders, product designers, developers, product managers, subject matter experts and others who all contribute to creating an experience that is effortless for both our merchants and our support agents.

What you’ll do

• You’ll drive the strategic direction of your product, making sure value is being delivered to the business and our customers; 
• Build strong relationships with stakeholders and collaborate closely with them;
• Study customer and stakeholder needs, translate them into problem statements and opportunities, define product and sprint goals to achieve the desired outcomes;
• Work closely with a team of engineers and Salesforce specialists to implement solutions for the customer success workflows;
• Not shy away from product discovery, prototyping, wire-framing, experimenting and evangelizing your product within the organisation;
• Explore new ways of improving existing services, products and processes;
• Contribute to our product community at SumUp, sharing knowledge, discussing best practices and continuously improving our overall product practices and skills;   

You’ll be great for this role if

• You have 4+ years industry experience as a product manager or a product owner in an agile organisation;
• You have previous experience with Salesforce or other CRM systems;
• You understand how the optimization of internal tools and processes contributes to customer value and drives business impact. Ideally you are familiar with customer support and operations challenges in a fintech environment.
• You have an outcome-focused product mindset, ideally you are familiar with working with OKRs;
• You know how to collaborate with stakeholders with diverse mindsets in a complex, fast paced environment;
• Have great communication and storytelling skills, you can inspire, excite and lead by example;
• You are fluent in Portuguese and in English - you'll be working in a truly global company. Spanish or any other languages are a plus;
• You are willing to travel to Europe (Berlin) occasionally (when the situation allows).

Please note that only applications submitted in English will be considered. 

Why you should join SumUp

• We’re a truly global team of 2000+ people from 60+ countries, spread across 3 continents.
• SulAmérica health insurance plan (co-participation), Caju benefit (multiple possibilities: meals, culture, health), Partnership for mental health activities with Zenklub, optional dental assistance, transport voucher or parking space at the office building, meal/food voucher, Gympass, life insurance and more.
• You’ll receive a budget for external training and attending conferences. 
• The team and the stakeholders are based in the heart of São Paulo, one of LATAM’s leading tech hubs and most vibrant cities, but we support hybrid work arrangements. 

Why SumUp?

At SumUp, we are driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we are well on our way as small businesses in over 31 countries around the world rely on SumUp to get paid. To get there we are putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!

Our boldness, startup mindset, empathy and love for product foster a creative environment for our employees. We value an entrepreneurial spirit and seek to build lasting relationships among our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can help small businesses grow.

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, colour, 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.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.