Team Description: Join our dynamic and international Customer Support team, specializing in Risk & Fraud. Our team spans across three continents, bringing together diverse talents from over 60 countries. We thrive on challenges and collaborate seamlessly to ensure the success of small businesses globally.
What you’ll be doing in this position:
Proactively addressing a variety of transaction-related requests from our merchants while adhering to security rules and procedures.
Acting as the voice of our internal Risk and Fraud Team by contacting merchants and verifying documents based on risk assessments.
Monitoring merchant behavior in compliance with AML and internal T&Cs rules
Utilizing decision-making abilities for reviewing customer business and adjusting payment limits
Providing support to German and English-speaking customers through various communication channels, via phone, chat or email. The role primarily involves outgoing calls with low phone volume, and each issue is handled through the most suitable channel. Inbound calls are mainly escalations from Level 1 support, which is outsourced, and 60% of the work is not client-facing
You’ll be great for this role if:
You possess excellent language skills in both Spanish and English
Communication is your strength, and you handle customer interactions with ease and patience.
Curiosity and persistence drive you to solve issues efficiently.
Your organizational skills shine, even in stressful situations
Attention to detail is a defining characteristic.
Why you should join SumUp
🌍 You’ll play a key role in a scale-up that in turn is part of a truly global team of 3000+ people from 60+ countries, spread across 4 continents.
🚀 You'll have the opportunity to make an impact irrespective of your job description. You'll have the space to drive your career and take ownership of projects.
🌴 You’ll receive 25 days’ paid leave, increasing with tenure, and paid vacation for certain occasions. You’d enjoy a paid 1 month Sabbatical vacation after 3 years.
📚 You’ll receive an individual learning budget and can take 10 days educational leave to expand your skillset.
🍎 You’d have monthly digital food vouchers.
You’d have monthly budget for a wide choice of benefits and discounts ranging from transport, food, learning and more (re:benefit platform) 🚌🍗💡🎁.
❤️ You'd have access to additional health insurance, life insurance and co-sponsored Multisport card 🎾.
💜 You’d enjoy funded therapy & coaching sessions with licensed psychotherapists.
👶🏼You’d enjoy a child birth/adoption bonus.
👥 You’d have access to an attractive referral program.
🚌 You’d have access to a free shuttle buses from Joliot-Curie metro station and more.
This job is on-site - Sofia
About SumUp: At SumUp, we believe in the everyday hero – small business owners. We create powerful, easy-to-use financial solutions to help them succeed. Our diverse teams across Europe, South America, and the United States work together with a founder's mentality and a 'team-first' attitude.
SumUp is an Equal Employment Opportunity employer, promoting diversity and inclusion. We strictly prohibit harassment of any kind and ensure a healthy and safe workplace.
To apply, submit your resume directly; we do not accept unsolicited resumes from any source other than directly from a candidate.
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.
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.
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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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