Junior Complaints & Compliance Specialist

About the Position

We are looking for a Junior Complaints & Compliance Specialist to join our Complaints team in Berlin, Germany. This role is part of the Customer Support department and is an office-first, full-time position.

The Team

The Complaints team is part of Operations and ensures that merchants using SumUp receive fair, fast, and compliant resolutions for payment issues. As payment volumes increase, so does the complexity of cases handled, from delayed payouts to disputed chargebacks. This role is crucial for developing specialist skills to resolve these cases with precision and care. You will learn the mechanics of payment processing from the ground up, working closely with Payment Operations, Risk, Engineering, and Finance, and helping shape SumUp's response to sensitive merchant and regulatory moments.

Responsibilities

• Investigate and resolve merchant complaints related to payment processing, including authorizations, settlements, payouts, and chargebacks
• Analyze processor logs, payment gateways, and payout systems to identify the root cause of each issue and document findings clearly
• Draft clear, compliant final responses to merchants that meet regulatory timelines and internal SLAs
• Collaborate closely with Payment Operations, Risk, Engineering, and Finance to resolve complex cases
• Maintain audit-ready case documentation and flag emerging patterns or recurring issues to the wider team
• Contribute to playbooks and knowledge base articles to help the team resolve future cases faster

Requirements

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

We Offer

• Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide
• Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment
• A dedicated annual L&D budget of €2000 for your individual development
• A corporate pension scheme where we match up to 20% of your contributions
• Generous time off: enjoy 28 days of paid leave plus public holidays and special leave days
• Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, subsidized office lunches
• Break4me: 1-month sabbatical after 3 years of service
• Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

About the Company

At SumUp, we are 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.

Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited.

Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.

Job Application Tip

We recognize 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.