Junior Complaints & Compliance Specialist

<h1>Complaints and Compliance Specialist</h1> <p><strong>Location:</strong> Berlin (office first, full-time)</p> <h2>The team</h2> <p>The Complaints team sits within Operations and 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. As payment volumes grow, so does the complexity of the cases the team handles, from delayed payouts to disputed chargebacks, and this role exists to build the specialist skills needed to resolve these cases with precision and care. Joining now means learning the mechanics of payment processing from the ground up, working closely with Payment Operations, Risk, Engineering, and Finance, and helping shape how SumUp responds to some of its most sensitive merchant and regulatory moments.</p> <h2>What you'll do</h2> <ul> <li>Investigate and resolve merchant complaints tied to payment processing, including authorisations, settlements, payouts, and chargebacks</li> <li>Dig into processor logs, payment gateways, and payout systems to find the root cause of each issue and document the findings clearly</li> <li>Draft clear, compliant final responses to merchants that meet regulatory timelines and internal SLAs</li> <li>Work closely with Payment Operations, Risk, Engineering, and Finance to unblock complex cases</li> <li>Keep case documentation audit ready and flag emerging patterns or recurring issues to the wider team</li> <li>Contribute to playbooks and knowledge base articles that help the team resolve future cases faster</li> </ul> <h2>You'll be great for this role if...</h2> <ul> <li>Foundational understanding of payment processing, covering authorisations, settlements, payouts, and basic chargebacks</li> <li>Comfort working with a CRM or ticketing system, following SOPs, and keeping precise, audit ready documentation</li> <li>Strong written communication skills, with the ability to draft clear, customer friendly responses under regulatory constraints</li> <li>Ability to stay structured and calm under pressure, prioritising cases against strict deadlines and escalating appropriately</li> <li>Fluency in English and German, since this role involves communicating with merchants and stakeholders in both languages</li> </ul> <h2>Why you should join SumUp</h2> <p>🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin 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&am