Self Serve Customer Experience Specialist ID - 13006
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At SumUp, we supply the tools for small businesses to grow. SumUp is a global leader in payments acceptance, point-of-sale and loyalty products. We're the financial partner to over 4 million merchants in 36 markets worldwide, helping them start, run, and grow their businesses. As we build a world where everyone can build a thriving business, we're continually expanding our range of products and services into new markets. We’ve moved far beyond our origins as a small startup. Today, we’re a truly global fintech company, with over 3,000 people from more than 90 nationalities spread across over 20 offices on 4 continents.
About the Self-Serve Customer Care Representative Role **Position will be onsite at our El Paso, TX Office (8am-5pm Monday-Friday)
Interested and Qualified candidates must be Bilingual (English/Spanish)
Be empowered to do work that truly matters—join our mission to support and uplift small and big businesses across the U.S. As a Self-Serve Customer Care Representative, you’ll be a daily hero to our merchants, providing empathetic and solutions-oriented support to help them manage their SumUp products and unlock their full business potential.
In this role, you’ll handle a variety of customer needs, primarily related to account management such as updating sensitive profile information (email, phone number, banking details), navigating onboarding steps, and addressing equipment replacement requests. You’ll support customers through multiple channels—including phone and email—handling an average of 40 calls and 40 cases daily with professionalism and care.
Clear communication and excellent customer service are essential, especially when de-escalating concerns related to onboarding delays or equipment issues. While troubleshooting is minimal, you will verify warranty eligibility before processing any replacement requests.
You will also collaborate with internal teams like Onboarding and Fraud via Slack to obtain updates and relay accurate information back to customers. Adaptability, empathy, and a strong sense of ownership are key to thriving in this fast-paced environment.
As the voice of SumUp in the United States, you’ll be expected to quickly learn our systems and tools, confidently support our small and big business merchants, and help identify areas for continuous improvement.
Key Responsibilities:
- Provide high-quality customer service and empathetic support in every interaction.
- Manage customer profile updates (email, phone, banking information) securely and accurately.
- Guide customers through onboarding and explain next steps clearly.
- De-escalate customer frustrations related to delays or account issues.
- Communicate with internal departments (e.g., Onboarding, Fraud) via Slack to provide timely and accurate updates to customers.
- Handle a high volume of inbound calls and email cases with speed and attention to detail.
- Process equipment replacement requests, verifying 1-year warranty eligibility.
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What you will love about SumUp?
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22 days vacation days and 8 sick days plus 11 paid holidays
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Be part of a welcoming community of more than 2,000 people from over 52 nationalities
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Startup environment and small, cross-functional teams
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50% employer-paid Medical, Dental, Vision Insurance and company-paid life insurance
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FSA & 401K Retirement Plan (up to 3.5% employer matching when you elect to contribute up to 6%)
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Paid vacation, sick days, and holidays immediately available upon hire
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Ongoing access to professional development tools, job training, and industry conferences
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Free on-site refreshments, snacks (fruits, cereals, nuts, etc.), and team meals
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Fun company outings, team events, birthday lunches, yoga, happy hours, hikes, etc.
SumUp encourages you to apply even if you don’t meet all requirements for the position. SumUp believes in supporting candidates and employees throughout their career journey so we encourage you to apply. SumUp is committed to a diverse, equitable and inclusive workplace.
SumUp is committed to fair and equitable compensation practices. The salary range for this position is $19.74/hour + monthly bonus commissions opportunity (uncapped). Compensation will be finalized by the candidate's relevant work experience, skills, certifications and geographic location.
About SumUp
Small business owners are at the heart of all we do, so we create 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 the small business owners we partner with can be successful doing what they love.
SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of 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. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
SumUp will not accept unsolicited resumes from any source other than directly from a candidate.
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.
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.
