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About the team:
The Merchant Security team is the frontline defence for our Italian-speaking merchants — handling security concerns, fraud-related queries, and sensitive account issues with care and precision. As we grow our Italian coverage to ensure merchants always have someone in their corner, this role sits at the heart of that mission. If you're someone who thrives on solving problems, staying calm under pressure, and making a real difference for small business owners, this is where you'll do your best work.
What you'll do:
- Support Italian-speaking merchants across phone and email, helping them resolve security concerns and account issues with confidence
- Investigate suspicious activity and fraud-related cases, using available tools and information to find the root cause
- Work closely with the Fraud Operations team to escalate and communicate findings clearly
- Spot patterns and flag process improvements that help the team respond faster and more effectively
- Collaborate with colleagues across operations and other departments to make sure merchants get the right outcome
You'll be great for this role if…
- Fluency in Italian and English, both written and spoken, comes naturally to you.
- Experience in a customer support or operations environment has given you a solid foundation for handling complex conversations.
- Strong attention to detail means you don't let things slip through the cracks, especially when accuracy matters most.
- Comfort navigating difficult or demanding interactions, with the resilience to stay solution-focused throughout.
- A natural curiosity and investigative mindset that drives you to understand the "why" behind an issue, not just the surface-level problem.
Why you should join SumUp:
🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our modern Sofia office. This involves an office-first setup
🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
📚 A dedicated annual L&D budget of €2000 and 10 paid days of educational leave which can be used to attend conferences and/or advance your career through further education
🏖️ Generous time off: 25 days of paid leave, plus one extra day per year of service (up to 35), along with public holidays and special leave options
🏥 Peace of mind: additional health insurance and life insurance
💪 Stay active: on-site yoga and a co-sponsored Multisport card offering access to hundreds of sports facilities
🍽️ Meal support: benefit from a tax-free food voucher program plus flexibility via our Re:Benefits platform
🚌 Easy commute: free shuttle buses connecting directly to Joliot-Curie metro station
🌴 Break4me: 1-month sabbatical after 3 years of service
🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
The role is office-based in Sofia.
About SumUp:
Be empowered to do more that matters.
At SumUp, we're 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 37 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. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. 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, 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. 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.
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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.