Customer Support Agent - Consumer Team

Customer Support Agent — Consumer Team

Location: On-site in our vibrant Barcelona HQ

At SumUp, we’re on a mission to empower small businesses around the world — helping them get paid, run their business, and thrive. We believe that everyone should be able to build a business they love, and we’re creating simple, intuitive tools that make that possible.

As a Customer Support Agent on the SumUp Consumer team, you'll be the direct link between SumUp and our consumers, delivering exceptional support and creating positive customer experiences.

This is a brand-new team supporting a fast-growing product, giving you the unique opportunity to help define what outstanding consumer support looks like at SumUp. As one of the founding members of the team, you'll play a key role in shaping processes, influencing the customer experience, and contributing to the growth of a team that's set to expand rapidly.

💡 What you’ll do

• Support Consumers: Handle inquiries from SumUp consumers across email and chat. Provide fast, empathetic, and accurate answers that build consumer trust.
• Troubleshoot & Upskill: Continuously deepen your knowledge of the SumUp product. Troubleshoot issues clearly and help consumers understand how to get the most out of the product.
• Drive Improvement: Identify friction points in the consumer journey. Contribute to the knowledge base and propose process improvements to the Team Lead.
• Collaborate Cross-functionally: Partner with Product, Engineering, Risk, and Fraud teams to escalate bugs and complex issues, and feed structured consumer feedback back into the product roadmap.
• Think Proactively: Go beyond the case — listen to consumer needs, identify root causes, and manage escalations professionally, knowing exactly when to hand off to specialist teams.

🌟 You’ll thrive in this role if you have:

• Professional Communication: Exceptional written and verbal communication skills in English. Additional European language(s) are a strong plus. Ability to interact clearly, professionally, and empathetically with consumers across all channels (Email, Chat).
• Customer-Centric Mindset: A proactive, “Can-Do” attitude with a genuine passion for problem-solving and providing outstanding service — especially to consumers dealing with financial or account issues.
• Relevant Experience: Minimum 6 months of professional experience in a customer support or service-oriented role, demonstrating a proven ability to handle inquiries and meet performance targets.
• Collaborative Spirit: A true team-player mindset; the ability to collaborate effectively with peers to reach common goals and maintain a positive team environment.
• Software & Tool Proficiency: Comfortable working in modern digital environments. Hands-on experience with at least one CS tool (Zendesk, Salesforce, Intercom, Freshdesk, or similar) and standard productivity tools (Slack, Google Suite). Ability to learn new tools quickly is essential.

💼 Why you should join SumUp

At SumUp, you’ll be part of a company that’s growing fast — and so will you. We’ll give you the tools, training, and community to build your career in tech and customer experience from day one.

Here’s what we offer:

• 🌎 Work with talented SumUppers across the globe on fintech products used by millions of businesses worldwide.

• 📚 A dedicated €2,000 annual learning & development budget — invest in courses, conferences, or certifications that excite you.

• 🌈 A culture that celebrates diversity, inclusion, and belonging — we want you to bring your whole self to work.

• 🥗 Meal vouchers and perks to make your everyday life easier.

• 🔄 30-day sabbatical after 3 years at SumUp — time to recharge, travel, or pursue a personal goal.

• 💸 Referral bonuses — bring great people with you on the journey!

🚀 Ready to make an impact?

If you’re looking for a role where you can grow, learn, and help small businesses succeed — we’d love to hear from you.

Join us, and let’s shape the future of fintech together. 💙

About SumUp:

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create 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 the small business owners we partner with can be successful doing what they love.

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, 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. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.

Job Application Tip

We 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.