What you'll do:
- Analyze and process dispute and chargeback claims from both cardholders (Issuing) and merchants (Acquiring), managing cases end-to-end in line with card scheme regulations via Salesforce.
- Handle fraud-related notifications and manage post-chargeback activities — including representments and pre-arbitration — with the relevant card schemes on both sides of a transaction.
- Protect customers and the business by applying the appropriate dispute processes for each case type, recovering funds and reducing financial exposure across Issuing and Acquiring portfolios.
- Keep up to date with AML, fraud prevention, and chargeback industry standards across both Issuing and Acquiring to ensure ongoing compliance.
- Communicate clearly with cardholders and merchants throughout the dispute resolution process, ensuring a consistent and positive experience regardless of the case type.
- Support internal and external partners by responding to information requests related to ongoing Issuing and Acquiring cases.
You'll be great for this role if…
- You have experience working with payment systems, card transaction processes, or financial operations, with a solid understanding of how payments flow end-to-end — on both the issuing and acquiring side.
- You have strong attention to detail, with the ability to assess dispute cases carefully and apply the right fraud prevention or detection approach depending on whether the claim originates from a cardholder or a merchant.
- You're familiar with chargeback regulations, card scheme rules (Visa, Mastercard), or anti-fraud frameworks across Issuing and/or Acquiring — or have a genuine eagerness to build that knowledge quickly across both.
- You're comfortable navigating multiple back-office systems and platforms to gather information and reach accurate conclusions under time pressure, across different dispute workflows.
- You can communicate clearly and professionally with both customers and internal teams throughout complex case investigations, adapting your approach to the needs of cardholders and merchants alike.
Why you should join SumUp:
🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our modern Sofia office. This involves an office-first setup
🌈 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 and 10 paid days of educational leave which can be used to attend conferences and/or advance your career through further education
🏖 Generous time off: 25 days of paid leave, plus one extra day per year of service (up to 35), along with public holidays and special leave options
🏥 Peace of mind: additional health insurance and life insurance
💪 Stay active: on-site yoga and a co-sponsored Multisport card offering access to hundreds of sports facilities
🍽 Meal support: benefit from a tax-free food voucher program plus flexibility via our Re:Benefits platform
🚌 Easy commute: free shuttle buses connecting directly to Joliot-Curie metro station
🌴 Break4me: 1-month sabbatical after 3 years of service
🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
Be empowered to do more that matters.
At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.
Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.
SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on 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. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.
🎥 Want to bring this role to life on LinkedIn or add a video to your job post? Explore our Global Employer Brand video library for ready-to-use content.
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.
Skills Required
- Experience working with payment systems, card transaction processes, or financial operations with end-to-end payments understanding
- Experience analyzing and processing dispute and chargeback claims (Issuing and Acquiring) end-to-end
- Experience managing cases via Salesforce or similar case management platforms
- Strong attention to detail and ability to assess dispute cases accurately under time pressure
- Ability to navigate multiple back-office systems and platforms to gather information across workflows
- Clear and professional communication with cardholders, merchants, and internal teams during complex investigations
- Familiarity with chargeback regulations, card scheme rules (Visa, Mastercard), or eagerness to build that knowledge quickly
- Knowledge of AML, fraud prevention and chargeback industry standards (Issuing and Acquiring)
SumUp Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SumUp and has not been reviewed or approved by SumUp.
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Leave & Time Off Breadth — Paid time off is positioned as a standout, including 22 vacation days that increase with tenure, public holidays, a quarterly Wellness Day, special leave, and a fully paid one‑month sabbatical after three years. This combination makes time-off benefits feel notably robust in the overall rewards package.
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Healthcare Strength — Health coverage is described as comprehensive, with medical plan options (including carriers such as Cigna and Kaiser) plus dental and vision. Company-paid life insurance and disability coverage are also part of the protection package in the U.S. materials.
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Retirement Support — Retirement benefits include a published 401(k) match formula that provides an employer match up to a stated cap. The clarity of the match structure supports straightforward evaluation during offer comparisons.
SumUp Insights
What We Do
SumUp believes that every business should have access to affordable, easy-to-use financial solutions, no matter their size. That’s why more than 3 million businesses worldwide rely on SumUp to run their business. What started out as one card reader has now turned into a range of payment hardware, banking solutions, marketing, and loyalty tools, invoicing, and so much more. From sales and marketing to product and engineering, our cross-functional US team works together to ensure that small business owners can be successful doing what they love.
Why Work With Us
SumUp USA is part of the global SumUp organization that stretches across multiple continents from Berlin to Sao Paulo. Our teams are multicultural, have a collaborative mindset and bold goals. Join our mission if you want to become part of the success story and help empower over 3 million merchants using SumUp already!
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