The opportunity
Location: On-site in our vibrant Barcelona HQ
What you'll do
Support Consumers: Handle inquiries from SumUp consumers across email and chat. Provide fast, empathetic, and accurate answers that build consumer trust.
Troubleshoot & Upskill: Continuously deepen your knowledge of the SumUp product. Troubleshoot issues clearly and help consumers understand how to get the most out of the product.
Drive Improvement: Identify friction points in the consumer journey. Contribute to the knowledge base and propose process improvements to the Team Lead.
Collaborate Cross-functionally: Partner with Product, Engineering, Risk, and Fraud teams to escalate bugs and complex issues, and feed structured consumer feedback back into the product roadmap.
Think Proactively: Go beyond the case — listen to consumer needs, identify root causes, and manage escalations professionally, knowing exactly when to hand off to specialist teams.
Professional Communication: Exceptional written and verbal communication skills in English. Additional European language(s) are a strong plus. Ability to interact clearly, professionally, and empathetically with consumers across all channels (Email, Chat).
What they're looking for
- Customer-Centric Mindset: A proactive, “Can-Do” attitude with a genuine passion for problem-solving and providing outstanding service — especially to consumers dealing with financial or account issues.
- Relevant Experience: Minimum 6 months of professional experience in a customer support or service-oriented role, demonstrating a proven ability to handle inquiries and meet performance targets.
- Collaborative Spirit: A true team-player mindset; the ability to collaborate effectively with peers to reach common goals and maintain a positive team environment.
- Software & Tool Proficiency: Comfortable working in modern digital environments. Hands-on experience with at least one CS tool (Zendesk, Salesforce, Intercom, Freshdesk, or similar) and standard productivity tools (Slack, Google Suite). Ability to learn new tools quickly is essential.
