Junior Payments Complaints & Compliance Specialist

SumUp; United States; On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Office in Sofia

Annual L&D budget €2000

25 days paid leave

Health insurance

On-site yoga

Multisport card

Meal vouchers

Free shuttle to metro

Sabbatical after 3 years

Referral bonus

Job summary

SumUp is seeking a Complaints and Compliance Specialist for its Sofia office. You will investigate merchant complaints related to payment processing, coordinate with Risk, Engineering, and Finance, and ensure documentation is audit-ready and compliant with timelines.

You will collaborate with global SumUp teams, draft clear merchant communications in English and Italian, and contribute to improving playbooks and knowledge bases to resolve cases efficiently.

Qualifications

• Foundational understanding of payment processing, covering 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, with the ability to draft clear, customer friendly responses under regulatory constraints.
• Fluency in English and Italian, since this role involves communicating with merchants and stakeholders in both languages.
• Ability to stay structured and calm under pressure, prioritising cases against strict deadlines and escalating appropriately.

Responsibilities

• Investigate and resolve merchant complaints tied to payment processing, including authorisations, settlements, payouts, and chargebacks
• Dig into processor logs, payment gateways, and payout systems to find the root cause of each issue and document the findings clearly
• Draft clear, compliant final responses to merchants that meet regulatory timelines and internal SLAs
• Work closely with Payment Operations, Risk, Engineering, and Finance to unblock complex cases
• Keep case documentation audit ready and flag emerging patterns or recurring issues to the wider team
• Contribute to playbooks and knowledge base articles that help the team resolve future cases faster

Skills

English

Italian

CRM systems

Written communication

Job description

SumUp is seeking a Complaints and Compliance Specialist for its Sofia office. You will investigate merchant complaints related to payment processing, coordinate with Risk, Engineering, and Finance, and ensure documentation is audit-ready and compliant with timelines.

You will collaborate with global SumUp teams, draft clear merchant communications in English and Italian, and contribute to improving playbooks and knowledge bases to resolve cases efficiently.