Complaints and Compliance Specialist with Dutch (NL)

About SumUp

We believe in the everyday hero, those who have the courage to follow their passion and the determination to realize their dreams. Small business owners are at the heart of all we do, so we're creating powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a team-first attitude, our diverse teams across Europe, South America, and the United States work together to ensure that small business owners can be successful doing what they love.

Team description

You’ll join the Complaints & compliance Team, a group of specialists dedicated to supporting our merchants by ensuring transparent, fair, and compliant payment experiences. The team works closely with Customer Support, Risk & Fraud, Payment Operations, and Product to investigate complex payment-related issues and improve processes. We value collaboration, accountability, and a pragmatic approach: balancing customer empathy with regulatory and operational precision.

What You’ll Do

Manage, investigate, and resolve merchant-facing payment complaints within regulatory timelines and internal SLAs.

Perform root-cause analysis across processors, gateways, and payout systems, documenting findings and actions taken.

Draft clear, compliant, and customer-friendly final responses aligned with regulatory standards and privacy requirements.

Collaborate with cross-functional teams (Payments Ops, Risk/Fraud, Engineering, Finance, Customer Support) to resolve complex cases.

Maintain accurate and audit-ready documentation in the complaints management system.

Monitor and prioritise complaint queues, escalations, and regulator inquiries based on urgency and impact.

Identify recurring issues and contribute to playbooks, SOPs, and internal knowledge bases.

Support team members through coaching on complaint handling, documentation, and compliance topics.

Partner with Data/Analytics to validate impact and measure resolution effectiveness.

You’ll Be Great for T