Customer Support Agent - Consumer Team

Customer Support Agent — Consumer Team

Location: On-site in our vibrant Barcelona HQ

At SumUp, we’re on a mission to empower small businesses around the world — helping them get paid, run their business, and thrive. We believe that everyone should be able to build a business they love, and we’re creating simple, intuitive tools that make that possible.

As a Customer Support Agent on the SumUp Consumer team, you'll be the direct link between SumUp and our consumers, delivering exceptional support and creating positive customer experiences.

This is a brand-new team supporting a fast-growing product, giving you the unique opportunity to help define what outstanding consumer support looks like at SumUp. As one of the founding members of the team, you'll play a key role in shaping processes, influencing the customer experience, and contributing to the growth of a team that's set to expand rapidly.

💡 What you’ll do

Support Consumers: Handle inquiries from SumUp consumers across email and chat. Provide fast, empathetic, and accurate answers that build consumer trust.

Troubleshoot & Upskill: Continuously deepen your knowledge of the SumUp product. Troubleshoot issues clearly and help consumers understand how to get the most out of the product.

Drive Improvement: Identify friction points in the consumer journey. Contribute to the knowledge base and propose process improvements to the Team Lead.

Collaborate Cross-functionally: Partner with Product, Engineering, Risk, and Fraud teams to escalate bugs and complex issues, and feed structured consumer feedback back into the product roadmap.

Think Proactively: Go beyond the case — listen to consumer needs, identify root causes, and manage escalations professionally, knowing exactly when to hand off to specialist teams.

🌟 You’ll thrive in this role if you have

Professional Communication: Exceptional written and verbal communication skills in English. Additional European language(s) are a strong plus. Ability to inter