Customer Support Agent with Finnish and English

About the role

Support Finnish and English-speaking merchants across phone, chat, and email, helping them resolve technical and account-related issues quickly and clearly. This is an entry point into fintech customer support with real ownership from day one and a clear path to grow.

What you'll do

• Support Finnish and English-speaking merchants across phone, chat, and email, helping them resolve technical and account-related issues quickly and clearly
• Listen carefully to merchant concerns, investigate the root cause, and find the right solution — not just the quickest one
• Spot patterns in recurring issues and contribute ideas to improve processes and reduce merchant friction
• Work closely with other teams across SumUp to make sure merchants get the right outcome, even when the answer sits outside your team
• Be an active, collaborative member of an international, multilingual support team

What you'll need

• Fluency in both Finnish and English, written and spoken, to a professional standard
• Experience supporting customers in a service or operations environment, whether in person or digitally
• A natural troubleshooting mindset — comfortable digging into a problem rather than passing it on
• Strong attention to detail, especially when handling sensitive merchant information or account queries
• Resilience and composure when navigating difficult or demanding conversations

What they offer

• 28 days of paid leave plus public holidays and special leave days, pro-rated
• Access health and well-being support through an Employee Assistance Programme, Urban Sports Club subsidy, and on-site gym access
• Subsidised public transport with the Deutschlandticket
• Partially subsidised office lunches and weekly breakfast
• Employee referral programme rewards
• Work from our Berlin office at Ostbahnhof