About the Team
Within the Global Operations organisation, our mission is to build the best customer experience in the fintech industry by delivering an effortless journey to all our merchants. We are looking for a skilled and passionate Senior Data Analyst to join our talented Data & Insights Team.
As a Senior Data Analyst at SumUp, you will be responsible for pushing forward a data-driven culture within the Operations organisation. You will be the primary point of contact for the Customer Support teams, working alongside them to define KPIs for evaluating the efficiency of our Service Models as well as evaluating the productivity and quality of our support agents. You will work with other data analysts, analytics engineers and data scientists to leverage business knowledge into impactful insights and recommendations.
What you do
- Develop advanced dashboards to facilitate self-service analytics for the Customer Support and Operations Leadership teams.
- Partner up with Operations Leadership to develop strategies based on data-driven insights and qualitative analysis, focusing on Agent Performance.
- Visualise insights and interpret results to present findings to stakeholders across the organisation, providing actionable recommendations based on your analysis.
- Help define and implement KPIs to measure the success of our Support Service Model and the productivity of our agents.
- Leverage SQL and data modelling best practices to manage and transform high volumes of data into actionable insights.
- Collaborate with cross-functional teams to implement data-driven strategies.
You'll be great for this position if you have:
- 5+ years of experience working as a Data Analyst, preferably with knowledge of customer support.
- Proficiency in developing, optimising, and validating SQL queries and data models.
- Hands-on experience developing advanced dashboards following industry best practices, preferably using Tableau.
- The capacity to examine business requirements across various functional areas and translate them into KPIs, insights, data models and dashboards.
- Effective communication and presentation skills to convey complex data findings and insights to both technical and non-technical stakeholders.
- Can lead work independently as well as play a key role in mentoring and guiding others in a team
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
Restaurant tickets (powered by Edenred)
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
A dedicated annual L&D budget of €2000 for attending conferences and/or advancing your career through further education
30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30-day sabbatical benefit after completing 3 years of employment with SumUp
Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team
About SumUp
We believe in the everyday hero.
Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder's mentality and a 'team-first' attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.
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.
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.
