The opportunity
The 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…
What you'll do
Investigate 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
