Sumup

Overview

Investigate and resolve merchant complaints tied to payment processing, including authorisations, settlements, payouts, and chargebacks.

About Sumup

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 38 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Requirements & Eligibility

• Foundational understanding of payment processing, covering authorisations, settlements, payouts, and basic chargebacks
• Comfort working with a CRM or ticketing system, following SOPs, and keeping precise, audit ready documentation
• Strong written communication skills, with the ability to draft clear, customer friendly responses under regulatory constraints
• Fluency in English and Italian, since this role involves communicating with merchants and stakeholders in both languages
• Ability to stay structured and calm under pressure, prioritising cases against strict deadlines and escalating appropriately

Key Responsibilities

• 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