The opportunity
The Merchant Security team is the frontline between SumUp and the millions of small businesses who trust us to keep their money safe. As the team grows alongside our merchant base, it's taking on more responsibility for spotting and resolving fraud and security issues before they become bigger problems.
What you'll do
Support Dutch-speaking merchants with security and fraud-related questions, mainly by phone and email;
Investigate suspicious activity and follow up with merchants to resolve concerns quickly;
Spot patterns in merchant cases and flag process improvements that keep everyone safer;
Work closely with the engineering team and other departments to resolve more complex cases;
Help cover different shifts, including evenings and weekends, as part of a global, multilingual team;
Fluency in Dutch and strong English skills, written and spoken;
What they're looking for
- Comfort explaining technical or sensitive information clearly and calmly;
- Strong attention to detail and a genuine curiosity for spotting what doesn't add up;
- Resilience when handling difficult conversations, without losing patience or empathy;
- Experience in customer support or operations is a plus, but not required; we'll teach you the rest;
