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Customer Support Complaints Expert - DE

Berlin, Germany · Operations

Who are we?

At SumUp, we’re driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we’re well on our way as small businesses in over 31 countries around the world rely on SumUp to get paid. To get there, we’re putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!

At SumUp, we’re passionate about our merchants. We strive to offer them the best possible experience with our solutions to ensure that they can focus on the growth of their business while accepting cashless payments. By working in customer support, not only are you the face of SumUp in the eyes of our merchants, you also define their experience with us by offering them outstanding guidance in navigating any challenges they may face related to SumUp products and services.

The Complaints and Compliance Support Team is currently composed of 7 members from 5 different countries: Italy, Germany, Portugal, UK and France. 

We deal with complaints escalated to SumUp from all the territories where the company operates. We make sure that each client is properly compensated for any inconvenience arising from our procedures, and we’re responsible for informing them of the regulations and policies we refer to. 

The team is constantly cooperating and brainstorming on how best to handle tricky situations and helping each other to ensure a high level of customer support.  

Since we mostly work in close contact with the market of our native language, we also have a culture of knowledge sharing within the team, in order to calibrate internal procedures.  

What you’ll do

  • Handle merchant’s queries on social platforms (Facebook, Trustpilot, Twitter, etc).

  • Respond in a timely manner to public customer complaints to limit negative reputation and raise positive sentiment towards SumUp by improving the customer service experience, wherever possible.

  • Proactively work on customer retention and complaints assessment by monitoring, reacting and improving our CSAT.

  • Be able to identify, analyse and categorise complaints based on potential impact for the company (distinguish between informal and formal complaints).

  • Monitor complaints according to analysis, filter, handle and escalate complaints.

  • Conduct mini-trainings on complaints handling when needed to help your colleagues manage 'difficult' merchants.

  • Compensation handling for informal and formal complaints.

  • Respond confidently to GDPR and regulation queries that a merchant or credit card holder may have.

  • Resolve complaints and answer difficult regulation queries received by merchants, as well as other stakeholders including our Customer Support, Compliance, AML, Risk and Fraud, Onboarding and Marketing team.

  • Identify risks in general, and contribute to process improvements.

You’ll be great for this position if

  • You’ve experience of handling complaints. 

  • You’re organised, vigilant and adapt at time management.

  • You’ve strong analytical and investigation skills.

  • You’re knowledgeable about compliance, risk and support procedures.

  • You’ve excellent communication skills in German and in English.

  • You’re patient, self-confident, resilient and a team player.

Why you should join SumUp

  • You’ll be part of an international, highly motivated team with rapid decision-making processes.

  • You’ll have opportunities to develop further within the company.

  • Our office has a strong sense of community; we get together regularly for breakfast, cocktail nights, sports and team events.

  • Great benefits: a corporate pension plan, BVG discounts, a training budget, Urban Sports Club partnership, yoga classes, german classes, 28 days of vacation, regular subsidised meals and more.

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of 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. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.