Senior Business Analyst (Support)

at  SumUp

We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams.
Small business owners are at the heart of all we do, so we’re creating 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 small business owners can be successful doing what they love.

TEAM DESCRIPTION

As part of the Support Team you will play a key role in helping us to create the most customer-oriented company for our merchants. We devise innovative ways for optimizing the experience we give to our merchants in every touchpoint. On the Support Team we mix a very unique characteristic where we make sure our analyses are robust and give useful insights as well as execute actions that result in actual improvement on our service and operation. Our vision of “always finding a way to make our merchants life’s better” is reflected in our hunger to automate and re-invent processes.
We are looking for a Senior Business Analyst to help us achieve our objective of giving the best customer experience in the Fintech industry. This role is intended to drive automation through the implementation of tools and platforms to serve our merchants in LATAM. The Senior Business Analyst will lead the roll-out, implementation, and performance monitoring of these tools and push improvement plans with the corresponding teams to achieve the quality objectives of the area. They will also define, along with the global team, which global tools and platforms to use as LATAM tribe to facilitate human attention to merchants and increase agent productivity without affecting the quality of attention. The Senior Business Analyst will discover opportunities to improve customer experience in the short, medium, and long term.

• Analyze the funnel of support touchpoints and lead the performance monitoring and improvement of tools and platforms for merchant servicing
• Work closely with different teams in a collaborative environment to bring the best possible experience for our merchants.
• Create a roll-out plan and lead the implementation of global tools that will allow us to serve our merchants through automations with the best service quality
• Create a roll-out plan and lead the implementation of global tools that will facilitate human attention to merchants and increase agent productivity without affecting the quality of attention
• Data driven decision making to implement new processes or tools to improve our merchant interaction with SumUp
• Look for best practices from other companies or markets to improve our customer experience in the short, medium and long term