Complaints and Compliance Specialist
Company Overview
About SumUp:We believe in the everyday hero, those who have the courage to follow their passion and the determination to realize their dreams. Small business owners are at the heart of all we do, so we're creating powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a team-first attitude, our diverse teams across Europe, South America, and the United States work together to ensure that small business owners can be successful doing what they love.
At SumUp, we’re on a mission to empower small businesses around the world with simple, affordable tools to help them start, run, and grow. More than 4 million merchants across 36 markets trust us as their financial partner - and we’re just getting started.
We’re a global team of 3,000+ people from over 90 nationalities, united by curiosity, collaboration, and care. Our core valuesOpens in new window and cultureOpens in new window shape everything we do, fostering inclusion, learning, and belonging.
Job Summary
You’ll join the Complaints & compliance Team, a group of specialists dedicated to supporting our merchants by ensuring transparent, fair, and compliant payment experiences. The team works closely with Customer Support, Risk & Fraud, Payment Operations, and Product to investigate complex payment-related issues and improve processes. We value collaboration, accountability, and a pragmatic approach: balancing customer empathy with regulatory and operational precision.
Key Responsibilities
- Manage, investigate, and resolve merchant-facing payment complaints within regulatory timelines and internal SLAs.
- Perform root-cause analysis across processors, gateways, and payout systems, documenting findings and actions taken.
- Draft clear, compliant, and customer-friendly final responses aligned with regulatory standards and privacy requirements.
- Collaborate with cross-functional teams (Payments Ops, Risk/Fraud, Engineering, Finance, Customer Support) to resolve complex cases.
- Maintain accurate and audit-ready documentation in the complaints management system.
- Monitor and prioritise complaint queues, escalations, and regulator inquiries based on urgency and impact.
- Identify recurring issues and contribute to playbooks, SOPs, and internal knowledge bases.
- Support team members through coaching on complaint handling, documentation, and compliance topics.
- Partner with Data/Analytics to validate impact and measure resolution effectiveness.
Requirements / Qualifications
- You have 2+ experience in customer support.
- You have foundational knowledge of payment processing (authorisations, settlements, payouts, and chargebacks).
- You have understanding of complaint-handling regulations, ombudsman expectations, and data privacy principles (GDPR).
- You have strong written communication skills and ability to produce compliant, well-structured responses.
- You have good knowledge of UK and Irish FinTech regulation and LT payments industry regulation.
- You have an analytical mindset - able to investigate root causes, interpret data, and propose process improvements.
- You have an organised and detail-oriented working style, with strong prioritisation and time-management skills.
- You have a collaborative approach, with the ability to work effectively across teams.
- You are fluent in English and Dutch (both written and spoken).
Location
Berlin, Germany, Remote: false
Salary & Benefits
- 🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office.
- 🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity.
- 📚 €2,000 annual L&D budget for conferences or professional growth.
- 💶 Corporate pension scheme with up to 20% matching.
- 🏖 28 days of paid leave plus public holidays.
- 🏋️♀️ Urban Sports Club subsidy and subsidised lunches.
- 🌴 Break4me: 1-month sabbatical after 3 years.
- 🔗 Referral Bonus: earn additional rewards by referring talented individuals.
Application Process
Job Application TipWe 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.
Equal Opportunity Statement
SumUp is proud to be an Equal Employment Opportunity employer, committed to building a safe, respectful, and diverse workplace where everyone can thrive.
