Customer Support Agent German - Consumer Team

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About the role

Customer Support Agent — Consumer Team German 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 and German. 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

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