Junior Complaints & Compliance Specialist

The Complaints team works every day to make sure merchants who run their businesses on SumUp get fair, fast, and compliant resolutions whenever something goes wrong with a payment. This role exists to build the specialist skills needed to resolve cases with precision and care, learning the mechanics of payment processing from the ground up.

What you'll do

• 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

What you'll need

• 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
• Ability to stay structured and calm under pressure, prioritising cases against strict deadlines and escalating appropriately
• Fluency in English and German, since this role involves communicating with merchants and stakeholders in both languages

What they offer

• Annual L&D budget of €2,000 for individual development, conferences, and further education
• Corporate pension scheme with up to 20% contribution matching
• 28 days of paid leave plus public holidays and special leave days
• Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches
• 1-month sabbatical after 3 years of service
• Referral bonus for recommending talented individuals