Customer Support Agent - German & English

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 German 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.