Location: Sofia (office first, full-time)
The teamThe Complaints team sits within Operations and works every day to make sure merchants who run their businesses on SumUp get fair, fast, and compliant resolutions whenever something goes wrong with a payment. As payment volumes grow, so does the complexity of the cases the team handles, from delayed payouts to disputed chargebacks, and this role exists to build the specialist skills needed to resolve these cases with precision and care. Joining now means learning the mechanics of payment processing from the ground up, working closely with Payment Operations, Risk, Engineering, and Finance, and helping shape how SumUp responds to some of its most sensitive merchant and regulatory moments.
Take a look at our Sofia office
What you'll doInvestigate and resolve merchant complaints tied to payment processing, including authorisations, settlements, payouts, and chargebacks
Dig into processor logs, payment gateways, and payout systems to find the root cause of each issue and document the findings clearly
Draft clear, compliant final responses to merchants that meet regulatory timelines and internal SLAs
Work closely with Payment Operations, Risk, Engineering, and Finance to unblock complex cases
Keep case documentation audit ready and flag emerging patterns or recurring issues to the wider team
Contribute to playbooks and knowledge base articles that help the team resolve future cases faster
Foundational understanding of payment processing, covering authorisations, settlements, payouts, and basic chargebacks
Comfort working with a CRM or ticketing system, following SOPs, and keeping precise, audit ready documentation
Strong written communication skills, with the ability to draft clear, customer friendly responses under regulatory constraints
Ability to stay structured and calm under pressure, prioritising cases against strict deadlines and escalating appropriately
Fluency in English and German, since this role involves communicating with merchants and stakeholders in both languages
🌍 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
About SumUpBe 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 38 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.
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
- Foundational understanding of payment processing, including authorizations, settlements, payouts, and basic chargebacks
- Experience or comfort working with a CRM or ticketing system
- Ability to follow standard operating procedures and maintain precise, audit-ready documentation
- Strong written communication skills for drafting clear, customer-friendly responses under regulatory constraints
- Ability to remain structured and calm under pressure, prioritize cases against strict deadlines, and escalate appropriately
- Fluency in English and German
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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