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