Complaints and Compliance Specialist with Dutch (NL)

About SumUp

SumUp is dedicated to empowering small business owners with powerful, easy-to-use financial solutions. With teams across Europe, South America, and the United States, we foster a founder's mentality and team-first culture to help merchants succeed in their ventures.

The Team

Join the Complaints & Compliance Team, a specialised group dedicated to supporting merchants through transparent, fair, and compliant payment experiences. Working closely with Customer Support, Risk & Fraud, Payment Operations, and Product teams, you'll investigate complex payment-related issues and drive process improvements. We value collaboration, accountability, and pragmatic problem-solving that balances customer empathy with regulatory precision.

Key Responsibilities

• 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 responses aligned with regulatory standards and GDPR privacy requirements
• Collaborate cross-functionally with Payments Operations, Risk/Fraud, Engineering, Finance, and Customer Support teams to resolve complex cases
• Maintain accurate and audit-ready documentation in the complaints management system
• Monitor and prioritise complaint queues, escalations, and regulatory inquiries based on urgency and business impact
• Identify recurring issues and contribute to playbooks, SOPs, and internal knowledge bases
• Support team members through coaching on complaint handling, documentation, and compliance best practices
• Partner with Data and Analytics teams to validate impact and measure resolution effectiveness

Required Qualifications

• Minimum 2+ years of customer support experience
• Foundational knowledge of payment processing (authorisations, settlements, payouts, chargebacks)
• Understanding of complaint-handling regulations, ombudsman expectations, and data privacy principles (GDPR)
• Strong written communication skills with ability to produce compliant, well-structured responses
• Knowledge of UK, Irish, and Lithuanian FinTech regulation and payments industry standards
• Analytical mindset with root-cause investigation and process improvement capabilities
• Organised, detail-oriented approach with excellent prioritisation and time-management skills
• Collaborative working style with cross-functional team effectiveness
• Fluent in English and Dutch (written and spoken)