Customer Support Agent German - Consumer Team

Job description

Customer Support Agent — Consumer Team German 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 and German. Ability to interact clearly, professionally, and empathetically with consumers across all channels (Email, Chat). Customer-Centric Mindset: A proactive, “Can-Do” attitude with a genuine passion for problem-solving and providing outstanding service — especially to consumers dealing with financial or account issues. Relevant Experience: Minimum 6 months of professional experience in a customer support or service-oriented role, demonstrating a proven ability to handle inquiries and meet performance targets. Collaborative Spirit: A true team-player mindset; the ability to collaborate effectively with peers to reach common goals and maintain a positive team environment. Software & Tool Proficiency: Comfortable working in modern digital environments. Hands-on experience with at least one CS tool (Zendesk, Salesforce, Intercom, Freshdesk, or similar) and standard productivity tools (Slack, Google Suite). Ability to learn new tools quickly is essential. 💼 Why you should join SumUp At SumUp, you’ll be part of a company that’s growing fast — and so will you. We’ll give you the tools, training, and community to build your career in tech and customer experience from day one. Here’s what we offer: 🌎 Work with talented SumUppers across the globe on fintech products used by millions of businesses worldwide . 📚 A dedicated €2,000 annual learning & developm