Customer Support Agent with Finnish and English at Sumup

About the team: Our Small Markets Customer Support team is the direct connection between SumUp and the merchants who rely on us every day. We work across multiple channels — phone, chat, and email — to make sure our merchants get fast, friendly, and effective support in their own language. This role exists because we're growing. With a Finnish-speaking agent recently promoted within the team, we need someone to step in, make the role their own, and help us keep our Finnish merchant community well supported. It's a great 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 You'll be great for this role if… • 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 Why you should join SumUp 🌎 Opportunity to work with SumUppers globally on fintech products used by millions of businesses worldwide, from our Berlin office at Ostbahnhof 🌈 Be part of an inclusive and collaborative environment where different perspectives are valued 🏖️ 28 days of paid leave plus public holidays and special leave days, pro-rated 🚵🏾‍♂️ Access health and well-being support through our Employee Assistance Programme, an Urban Sports Club subsidy, and fitness activities, including on-site gym access, yoga sessions, and team sports 🚆 Benefit from subsidised public transport with the Deutschlandticket, offering unlimited travel on local and regional transport across Germany 🥗 Enjoy partially subsidised office lunches and weekly breakfast 🔗 Receive additional rewards through our employee referral programme when referring talents to join our team 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. 🎥 Looking to bring this role to life? Add a video from our Global Employer Brand video library to your job post or LinkedIn content. 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.