Junior Complaints & Compliance Specialist
Overview
The Junior Complaints & Compliance Specialist position is offered by SumUp within the Customer Support department. The role is based at the Berlin office in Germany, operating on an office-first, full-time arrangement. The Complaints team operates inside Operations to deliver fair, fast, and compliant resolutions for merchants encountering payment issues such as delayed payouts and disputed chargebacks.
What you do
The role involves investigating and resolving merchant complaints related to payment processing, including authorisations, settlements, payouts, and chargebacks. Responsibilities include analyzing processor logs, payment gateways, and payout systems to determine root causes and documenting findings accurately. Specialists draft compliant final responses to merchants within regulatory timelines and internal service level agreements, while collaborating with Payment Operations, Risk, Engineering, and Finance departments to resolve complex situations. Additional duties include maintaining audit-ready case documentation, identifying recurring patterns, and contributing to playbooks and knowledge base materials.
Who can apply
Applicants need a foundational understanding of payment processing encompassing authorisations, settlements, payouts, and basic chargebacks. Candidates should be comfortable operating a CRM or ticketing system, adhering to standard operating procedures, and maintaining precise documentation. The position requires strong written communication skills for drafting customer-friendly responses under regulatory constraints, alongside the ability to manage tasks calmly and structured under pressure. Fluency in both English and German is mandatory for communicating with merchants and stakeholders.
What you get
The position includes a dedicated annual learning and development budget of 2000 euros for individual growth, conference attendance, or further education. Employees receive a corporate pension scheme featuring up to 20 percent matched contributions, alongside 28 days of paid leave plus public holidays and special leave days. Additional perks comprise an Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches, a one-month sabbatical after three years of service, and a referral bonus program.