Operations Enablement Lead – Merchant Care

Operations enablement Lead — Merchant care

📍 Location: On-site in our vibrant Barcelona HQ

At SumUp, we’re on a mission to empower small businesses around the world: helping them get paid, run their business and thrive.

We believe that everyone should be able to build a business they love and we’re creating simple, intuitive tools that make that possible.

Customer Support Operations is evolving towards a hybrid enablement model and we’re looking for a senior Enablement Lead to drive strategy, execution, and measurable impact across EU markets.

This role operates with high ownership and autonomy, partnering closely with senior stakeholders to embed enablement as a core performance lever.

💡 What you’ll do

• Own and scale the EU hybrid enablement strategy, translating global standards into effective local execution.

• Design and continuously improve standardized learning journeys for all agent roles, with clear success metrics and LMS tracking.

• Drive measurable outcomes, including ≥20% reduction in new-hire time to productivity and improved CSAT and QA results.

• Lead content governance and quality alignment across EU markets, ensuring consistency, accuracy, and SLA adherence.

• Act as a senior partner to People Tech and Operations, leveraging automation and AI to scale enablement efficiently.

🌟 You’ll thrive in this role if you are...

• A senior enablement professional with 6–10 years of experience in L&D or Support Enablement within complex, international environments.

• Proven in owning and scaling enablement programs for large, distributed teams (500+ agents), with clear business impact.

• Comfortable operating with strategic autonomy, while remaining hands-on where needed.

• Highly analytical, able to translate data, KPIs and insights into decisions and action.

• An experienced influencer, confident partnering with senior leaders across Operations, Product and People teams.

💼 Why you should join SumUp
At SumUp, you’ll join a fast-growing company where enablement is treated as a strategic function, not a support layer.

Here’s what we offer:

🌎 Work with talented SumUppers across the globe on fintech products used by millions of businesses worldwide.

📚 A dedicated €2,000 annual learning & development budget to support your continued growth at senior level.

🌈 A culture that celebrates diversity, inclusion, and belonging.

🥗 Meal vouchers and benefits that support your everyday life.

🔄 A 30-day sabbatical after 3 years — time to recharge and reset.

🚀 Ready to make an impact?
If you’re looking for a role where you can shape enablement at scale and influence performance across Europe, we’d love to hear from you.

Join us, and let’s build the future of fintech together. 💙