---
title: 'Junior Complaints & Compliance Specialist at SumUp'
canonical: 'https://feeny.ai/job/junior-complaints-compliance-specialist-sumup-berlin-dyv57dq3x7vx'
type: 'job'
last_seen: '2026-09-15'
---

# Junior Complaints & Compliance Specialist at SumUp

- **Company:** SumUp
- **Location:** Berlin, Germany
- **Posted:** 2026-09-14
- **Last confirmed live:** 2026-09-15
- **Apply:** https://sumup.com/careers/positions/8799284002?gh_jid=8799284002

## Job description

Complaints and Compliance Specialist

Location: Berlin (office first, full-time)

The team

The Complaints team sits within Operations and works every day to make sure merchants who run their businesses on SumUp get fair, fast, and compliant resolutions whenever something goes wrong with a payment. As payment volumes grow, so does the complexity of the cases the team handles, from delayed payouts to disputed chargebacks, and this role exists to build the specialist skills needed to resolve these cases with precision and care. Joining now means learning the mechanics of payment processing from the ground up, working closely with Payment Operations, Risk, Engineering, and Finance, and helping shape how SumUp responds to some of its most sensitive merchant and regulatory moments.

## What you'll do

- 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

You'll be great for this role if...

- 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
- Ability to stay structured and calm under pressure, prioritising cases against strict deadlines and escalating appropriately
- Fluency in English and German, since this role involves communicating with merchants and stakeholders in both languages

## Why you should join SumUp

🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education💶 A corporate pension scheme where we match up to 20% of your contributions🏖 Generous time off: enjoy 28 days of paid leave plus public holidays and special leave days🎁 Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches🌴 Break4me: 1-month sabbatical after 3 years of service🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

## About SumUp

Be empowered to do more that matters.

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 38 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in [our diverse team](https://youtu.be/9DG64C3moeQ?si=YpcWuBNBTOQPzeLI) of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. [Our core values](https://www.sumup.com/careers/culture/) lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our [careers website](https://www.sumup.com/careers/), and follow our journey on [LinkedIn](https://www.linkedin.com/company/sumup/), [Instagram](https://www.instagram.com/insidesumup/), and [TikTok](https://www.tiktok.com/@insidesumup). Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.

## About SumUp

## Company Overview
- **One-liner**: SumUp is a global fintech company that provides simple, affordable payment and financial management tools to help small businesses start, run, and grow.
- **Entity Type**: Private (Funding stage not publicly available)
- **Headquarters**: London, United Kingdom
- **Founded**: 2012
- **Founders**: Not specified in provided sources

## Core Business
- **Primary industry**: Financial Services / Fintech (Payments)
- **Target customers**: Small and medium-sized businesses (SMBs), B2B
- **Mission or purpose statement**: "Empower small businesses all over the world." — with the vision of "a world where everyone can build a thriving business."

## Products & Services
- **Payment Processing (Card Readers & POS)**: Hardware and software solutions for in-person and online payments, enabling merchants to accept card and contactless payments.
- **SumUp Business Account**: A digital business account for managing finances and transactions.
- **Invoicing & Customer Relationship Tools**: Tools to create invoices, manage customers, and streamline operations.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Over 4 million merchants served across 37 markets; 3,000+ employees from more than 90 nationalities
- **Notable Investors/Partners**: Not listed in provided sources
- **Growth Signals**: Headcount growth to 3,000+; recognition as a Top Global Employer for inclusion (Stonewall Workplace Equality Index 2022/2023) and Fintech Diversity Initiative of the Year (2025); expansion across 4 continents with 20+ offices.

## Competitive Advantages
- **Global reach**: Operating in 37 markets with localized products and support.
- **Merchant focus**: Deep commitment to small business owners, with products designed specifically for their needs.
- **Inclusive culture**: Strong diversity and inclusion programs, gender parity in workforce, and employee-led communities (e.g., Pride Club).
- **Autonomous teams**: Small, empowered teams with servant leadership, fostering innovation and speed.

## Strategic Focus
- Expanding product and service portfolio to become a complete financial partner for small businesses.
- Continuing to invest in a learning culture (SumUp University) and employee development.
- Maintaining an office-first culture while enabling occasional remote work to balance collaboration and flexibility.
- Growing market presence by entering new geographies and deepening existing ones.

## Why Work Here
- **Culture**: Office-first company that values human connection, autonomy, and continuous learning. Core values include Team First, We Care, and Founder’s Mentality.
- **Remote/Hybrid policy**: Office-first with the ability to work remotely occasionally, as agreed with teams.
- **Benefits**: Relocation support for overseas hires, dedicated budget for conferences and external training, and location-specific perks.
- **Engineering culture**: Autonomous teams, servant leadership, and a focus on pragmatic, self-driven problem-solving.
- **Inclusion**: Recognized as a Top Global Employer for inclusion; active LGBTQ+ community and gender parity initiatives.
- **Hiring process**: Transparent, with recruiter screening, hiring manager interview, technical assessment, team interview, bar raiser, and final offer.

## Sources
1. [sumup.com](https://www.sumup.com/careers/)
2. [linkedin.com](https://www.linkedin.com/company/sumup)
3. [sumup.com](https://www.sumup.com/careers/culture/)
4. [sumup.com](https://www.sumup.com/careers/positions/)
5. [sumup.com](https://www.sumup.com/careers/how-we-hire/)

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