About SumUp

SumUp is dedicated to empowering small business owners with powerful, easy-to-use financial solutions. With teams across Europe, South America, and the United States, we foster a founder's mentality and team-first culture to help merchants succeed in their ventures.

The Team

Join the Complaints & Compliance Team, a specialised group dedicated to supporting merchants through transparent, fair, and compliant payment experiences. Working closely with Customer Support, Risk & Fraud, Payment Operations, and Product teams, you'll investigate complex payment-related issues and drive process improvements. We value collaboration, accountability, and pragmatic problem-solving that balances customer empathy with regulatory 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 responses aligned with regulatory standards and GDPR privacy requirements
Collaborate cross-functionally with Payments Operations, Risk/Fraud, Engineering, Finance, and Customer Support teams to resolve complex cases
Maintain accurate and audit-ready documentation in the complaints management system
Monitor and prioritise complaint queues, escalations, and regulatory inquiries based on urgency and business impact
Identify recurring issues and contribute to playbooks, SOPs, and internal knowledge bases
Support team members through coaching on complaint handling, documentation, and compliance best practices
Partner with Data and Analytics teams to validate impact and measure resolution effectiveness

Required Qualifications

Minimum 2+ years of customer support experience
Foundational knowledge of payment processing (authorisations, settlements, payouts, chargebacks)
Understanding of complaint-handling regulations, ombudsman expectations, and data privacy principles (GDPR)
Strong written communication skills with ability to produce compliant, well-structured responses
Knowledge of UK, Irish, and Lithuanian FinTech regulation and payments industry standards
Analytical mindset with root-cause investigation and process improvement capabilities
Organised, detail-oriented approach with excellent prioritisation and time-management skills
Collaborative working style with cross-functional team effectiveness
Fluent in English and Dutch (written and spoken)

SumUp

Open Positions (1)

Complaints and Compliance Specialist with Dutch (NL)