Training & Enablement Assistant Analyst - LatAm
We believe in the everyday hero — small business owners who have the courage to follow their passion and the determination to build something of their own. At SumUp, we create simple, powerful financial solutions that help merchants run and grow their businesses.
Our Merchant Experience team plays a key role in ensuring our support operations deliver high-quality assistance to merchants across LATAM. As our region continues to grow, especially with the integration of Mexico into our operations, we are strengthening our Enablement function to ensure our support agents are equipped with the right knowledge, training, and tools to serve merchants effectively.
The Enablement team is responsible for training, documentation, and knowledge management that powers the daily work of our support teams across Chile, Peru, Colombia, and Mexico.
Role overview
The Enablement Assistant Analyst executes enablement, training, and knowledge management activities for the LATAM Support organization.
This role focuses on the operational execution of training delivery, documentation updates, and knowledge management initiatives that ensure support agents have access to accurate and up-to-date information. Working closely with the Enablement & Operations Analyst, the Assistant Analyst ensures the operational execution and maintenance of scalable and consistent enablement processes across LATAM.
As the support operation grows — particularly with the integration of Mexico — this role plays an important part in ensuring that training materials, documentation, and internal knowledge bases remain structured, accurate, and accessible for agents.
What you will do
Execute onboarding and training sessions for Support agents across LATAM (Chile, Peru, Colombia and Mexico)
- Prepare and organize training materials and sessions
- Execute reinforcement initiatives that help agents maintain product and process knowledge
- Prepare, update, and maintain internal documentation for Support agents (procedures, guides, FAQs)
- Ensure documentation follows established standards and remains accurate across markets
- Execute updates to external knowledge platforms such as the web page and the automated chat solution
- Maintain and organize documentation related to Support processes
- Maintain basic reporting and tracking of enablement activities
- Ensure day-to-day enablement operations run smoothly, providing agents with the resources and documentation they need to operate effectively.
You will be great for this position if:
- You have strong organizational skills and attention to detail
- You enjoy structured work and can consistently execute repetitive tasks with accuracy
- You communicate clearly in written and verbal formats.
- You are proactive, reliable, and comfortable working in an operational support role.
- You collaborate easily with different teams and stakeholders.
- You are adaptable and comfortable working in a fast-paced environment.
- You have experience supporting training or onboarding processes.
Preferred experience
- Experience in Support, Operations or enablement roles.
- Experience supporting onboarding or training programs.
- Familiarity with knowledge management or content management tools.
- Experience working with CRM or ticketing systems.
What we offer
- Medical insurance: life, dental, catastrophic, and health coverage (including medications).
- Birthday day off.
- Learning, development and language budget.
- Caja de Compensación Los Andes: agreement including social benefits and discounts from day one.
- Extra postnatal days for fathers/partners (5 legal + 15 additional from SumUp) and differential payment for mothers during pre and postnatal periods.
- DoDo: Confidential and accessible self-care. A mental health & wellbeing tool available to all employees, offering access to licensed psychotherapists at preferential rates.
- Break 4 Me: After three years at SumUp, you can enjoy a one-month paid sabbatical.
- Agreement with Banco de Chile: Bank account with zero maintenance costs.
- Office benefits: No dress code, pet-friendly environment, snack bar, and much more!
If you are passionate about technology and challenges, and are interested in joining a company where you will have continuous learning opportunities, SumUp is the place for you
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.