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Mid LevelFull-timeRust
Salary Range
$35,700 - $48,300 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Payment Complaints Specialist to join SumUp's Complaints & Compliance Team. This role involves supporting merchants by ensuring transparent, fair, and compliant payment experiences. You will work closely with various teams to investigate complex payment-related issues and improve processes.
Key Responsibilities
- →Manage, investigate, and resolve merchant-facing payment complaints within regulatory timelines and internal SLAs.
- →Perform root-cause analysis across processors, gateways, and payout systems, documenting findings and actions taken.
- →Draft clear, compliant, and customer-friendly final responses aligned with regulatory standards and privacy requirements.
- →Collaborate with cross-functional teams to resolve complex cases.
- →Maintain accurate and audit-ready documentation in the complaints management system.
- →Monitor and prioritise complaint queues, escalations, and regulator inquiries based on urgency and impact.
- →Identify recurring issues and contribute to playbooks, SOPs, and internal knowledge bases.
- →Support team members through coaching on complaint handling, documentation, and compliance topics.
- →Partner with Data/Analytics to validate impact and measure resolution effectiveness.
Requirements
- ✓2+ years of experience in customer support.
- ✓Foundational knowledge of payment processing (authorisations, settlements, payouts, and chargebacks).
- ✓Understanding of complaint-handling regulations, ombudsman expectations, and data privacy principles (GDPR).
- ✓Strong written communication skills and ability to produce compliant, well-structured responses.
- ✓Good knowledge of UK and Irish FinTech regulation and LT payments industry regulation.
- ✓Analytical mindset - able to investigate root causes, interpret data, and propose process improvements.
- ✓Organised and detail-oriented working style, with strong prioritisation and time-management skills.
- ✓Collaborative approach, with the ability to work effectively across teams.
- ✓Fluent in English and Dutch (both written and spoken).
