Merchant Security Expert with Italian and English

• Support Italian-speaking merchants with security and fraud-related questions, mainly by phone and email; • Investigate suspicious activity and follow up with merchants to resolve concerns quickly; • Spot patterns in merchant cases and flag process improvements that keep everyone safer; • Work closely with the engineering team and other departments to resolve more complex cases; • Help cover different shifts, including evenings and weekends, as part of a global, multilingual team; You'll be great for this role if… • Fluency in Italian and strong English skills, written and spoken; • Comfort explaining technical or sensitive information clearly and calmly; • Strong attention to detail and a genuine curiosity for spotting what doesn't add up; • Resilience when handling difficult conversations, without losing patience or empathy; • Experience in customer support or operations is a plus, but not required; we'll teach you the rest;

Team description: The Merchant Security team is the frontline between SumUp and the millions of small businesses who trust us to keep their money safe. As the team grows alongside our merchant base, it's taking on more responsibility for spotting and resolving fraud and security issues before they become bigger problems. In this role, you'll be the voice of the Fraud Ops team for our Italian-speaking merchants, helping them feel confident and protected every time something looks off. What you'll do: • Support Italian-speaking merchants with security and fraud-related questions, mainly by phone and email; • Investigate suspicious activity and follow up with merchants to resolve concerns quickly; • Spot patterns in merchant cases and flag process improvements that keep everyone safer; • Work closely with the engineering team and other departments to resolve more complex cases; • Help cover different shifts, including evenings and weekends, as part of a global, multilingual team; You'll be great for this role if… • Fluency in Italian and strong English skills, written and spoken; • Comfort explaining technical or sensitive information clearly and calmly; • Strong attention to detail and a genuine curiosity for spotting what doesn't add up; • Resilience when handling difficult conversations, without losing patience or empathy; • Experience in customer support or operations is a plus, but not required; we'll teach you the rest; Why you should join SumUp: • 🌍 You’ll play a key role in a scale-up that in turn is part of a truly global team of 3000+ people from 60+ countries, spread across 4 continents. • 🚀 You'll have the opportunity to make an impact irrespective of your job description. You'll have the space to drive your career and take ownership of projects. • 🌴 You’ll receive 25 days’ paid leave, increasing with tenure, and paid vacation for certain occasions. You’d enjoy a paid 1 month Sabbatical vacation after 3 years. • 📚 You’ll receive an individual learning budget and can take 10 days educational leave to expand your skillset. • 🍎 You’d have monthly digital food vouchers. • You’d have monthly budget for a wide choice of benefits and discounts ranging from transport, food, learning and more (re:benefit platform) 🚌🍗💡🎁. • ❤️ You'd have access to additional health insurance, life insurance and co-sponsored Multisport card 🎾. • 💜 You’d enjoy funded therapy & coaching sessions with licensed psychotherapists. • 👶🏼You’d enjoy a child birth/adoption bonus. • 👥 You’d have access to an attractive referral program. • 🚌 You’d have access to a free shuttle buses from Joliot-Curie metro station and more. This job is on-site - Sofia About SumUp: At SumUp, we believe in the everyday hero – small business owners. We create powerful, easy-to-use financial solutions to help them succeed. Our diverse teams across Europe, South America, and the United States work together with a founder's mentality and a 'team-first' attitude. SumUp is an Equal Employment Opportunity employer, promoting diversity and inclusion. We strictly prohibit harassment of any kind and ensure a healthy and safe workplace. To apply, submit your resume directly; we do 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.