Data Scientist

About the team: Within Global Operations, our mission is to deliver the best customer experience in the fintech industry by providing an effortless, high-quality experience for every merchant. We are looking for a skilled and passionate Data Scientist to join our AI Team, contributing to the development of customer-facing models and the evaluation of our AI products. Your work will help elevate our customer support by improving quality, identifying gaps, and tailoring the experience to merchants' needs. As a Data Scientist at SumUp, you will design, test, and implement both traditional machine learning and AI models, while also assessing the effectiveness of our AI products. You will have a direct impact on company performance by developing and scaling evaluation methods that measure service quality across agents and AI assistants, identify opportunities for improvement, and ensure we deliver the right support experience for each merchant segment. You will collaborate closely with cross-functional partners — including analysts, ML engineers, data scientists, and product managers — to translate business needs into measurable, production-ready ML solutions. Your contributions will help shape the future of our customer support experience and enable SumUp to grow sustainably with a strong customer-first focus. What you'll do Build and improve LLM-based evaluation models (LLM-as-a-Judge) to assess the quality, safety, and effectiveness of AI products (e.g., AI assistant outputs, agent copilots, support automation). Help design and implement automated QA and evaluation pipelines that enable continuous monitoring and benchmarking of AI product performance at scale. Contribute to end-to-end model development, from problem framing and data exploration to deployment and monitoring, with guidance and support from the team. Own the forecasting models and work with WFM to improve the accuracy. Develop and maintain data pipelines that combine product signals, customer support int