Junior Complaints & Compliance Specialist
Description
SumUp's Complaints team, part of Operations, makes sure merchants get fair, fast and compliant resolutions when something goes wrong with a payment. As a Junior Complaints & Compliance Specialist you will investigate and resolve merchant complaints about authorisations, settlements, payouts and chargebacks, digging into processor logs, payment gateways and payout systems to find the root cause. You will draft compliant final responses within regulatory timelines, keep audit-ready case documentation and work with Payment Operations, Risk, Engineering and Finance on complex cases. The role requires a foundational understanding of payment processing, comfort with CRM or ticketing systems, strong written communication and fluency in English and German. It is based in SumUp's Berlin office with an office-first setup.
Requirements
- Foundational understanding of payment processing, including authorisations, settlements, payouts and basic chargebacks
- Comfort working with a CRM or ticketing system, following SOPs and keeping precise, audit-ready documentation
- Strong written communication skills and ability to draft clear, customer-friendly responses under regulatory constraints
- Fluency in English and German
- Ability to stay structured and calm under pressure, prioritising cases against strict deadlines and escalating appropriately
Languages
English
C2 · FluentA1A2B1B2C1C2
German
C2 · FluentA1A2B1B2C1C2
Experience Level
InternEntry LevelMid-levelSeniorLeadExecutive
Benefits
Annual L&D budget of €2,000 for conferences or further education
Corporate pension scheme matching up to 20% of contributions
28 days of paid leave plus public holidays and special leave days
Urban Sports Club subsidy
Kita placement assistance
Subsidised office lunches
1-month sabbatical after 3 years of service (Break4me)
Referral bonus
📍 Life in Berlin
👥
Population
3.6M
⭐
Quality of Life
8.0
🇬🇧
English Friendly
9.0
💻
Tech Scene
9.0
🌍
International
10.0
🚇
Public Transport
9.0
🚴
Bikeability
9.0
🌬️
Air Quality
6.0
🌳
Green Spaces
7.0
🚗
Car Free
8.0
ℹ️
About Berlin
- •Creative and tech hub
- •Diverse neighborhoods
- •Excellent public transport
🌤️
Climate
- •Continental climate
- •Cold winters
- •Mild summers
- •Four distinct seasons
❄️Jan: 0°C☀️Jul: 19°C📅Avg: 10°C
☀️1625 sunshine hours/year
🛡️
Safety
- •Generally safe
- •Higher petty crime than Munich
- •Some areas less safe at night
Overall:7.0
🏥
Healthcare
- •Good hospital network
- •Charité is world-renowned
- •Wait times can vary
Quality: 9.0Access: 8.0
🎭
Culture
- •World-class museums
- •Vibrant art scene
- •Rich history
🎉
Nightlife
- •Famous club scene
- •Diverse nightlife
- •24/7 culture
🏞️
Recreation
- •Many parks
- •Lakes
- •Tiergarten
- •Active outdoor scene
💰
Cost of Living
- •More affordable than Munich
- •Prices rising rapidly
- •Still cheaper than many European capitals
🏠 Rent (1BR center):€1231
⚡ Utilities:€220
🛒 Groceries:€280
🍽️ Dining out:€16
Part of Collections
SumUp is a global fintech company providing mobile point-of-sale terminals, card readers, payment processing, and business tools for small merchants. Serves 4M+ merchants in 36+ markets.
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€per year
€20k€250k
Your situation in Germany
The default for anyone single, divorced or widowed.
Only changes the church tax rate — 8% in Bavaria and Baden-Württemberg, 9% everywhere else.
Childless employees over 23 pay a higher Pflegeversicherung (care insurance) rate.