Italian-English Merchant Security Investigator

SumUp; Sofia (NM); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Life insurance

On-site yoga

Multisport card

Meal vouchers

Annual L&D budget €2000

25 days paid leave (plus up to 35)

Office in Sofia

Job summary

SumUp seeks a dedicated Italian-speaking security support agent based in Sofia. You will assist merchants by phone and email, resolving security concerns and account issues with precision, while partnering with the Fraud Operations team to uncover root causes.

You bring fluency in Italian and English, strong attention to detail, and a calm, solution-focused approach to challenging conversations. This office-based role offers growth across fintech products and a supportive team.

Qualifications

• Fluent in Italian and English, written and spoken.
• Experience in customer support or operations is preferred.
• Strong attention to detail and ability to handle complex conversations.

Responsibilities

• Support Italian-speaking merchants across phone and email to resolve security concerns and account issues.
• Investigate suspicious activity and fraud-related cases using available tools.
• Collaborate with Fraud Operations to escalate and communicate findings clearly.
• Identify patterns and suggest process improvements to respond faster.
• Work with colleagues across departments to ensure the right outcomes for merchants.

Skills

Fluent Italian

Fluent English

Customer support experience

CRM software

Tools

CRM software

Job description

SumUp seeks a dedicated Italian-speaking security support agent based in Sofia. You will assist merchants by phone and email, resolving security concerns and account issues with precision, while partnering with the Fraud Operations team to uncover root causes.

You bring fluency in Italian and English, strong attention to detail, and a calm, solution-focused approach to challenging conversations. This office-based role offers growth across fintech products and a supportive team.