Customer Support Agent German
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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 elevate 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
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