About the role
You have probably used our card readers to buy a cappuccino or pay your hairdresser already. We are passionate about creating an excellent experience that enables our merchants to start, run, and grow their own businesses. At SumUp, our Operations teams are the backbone that ensures a seamless experience for our millions of merchants.
Our boldness, startup mindset, empathy and love for products foster a creative environment for our employees. We value an entrepreneurial spirit and seek to build lasting relationships among our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all.
In this position You’ll
- Supervise, mentor, and coach a team of disputes specialists to achieve performance goals (time to resolution, recovery rates) and maintain high standards of service.
- Conduct regular performance reviews, provide feedback, and identify training needs to enhance team capabilities.
- Oversee the end-to-end process of handling card disputes and chargebacks, ensuring compliance with card network regulations (e.g., Visa, Mastercard).
- Review complex cases, provide guidance on resolution strategies
- Monitor case progress to ensure timely resolution within regulatory deadlines.
- Identify opportunities to streamline dispute and chargeback processes to improve efficiency and reduce losses.
- Identify opportunities to automate dispute and chargeback processes and engage with cross-team stake-holders to drive automation projects forward
- Be ambassador of SumUp’s culture and values and to lead by example
About SumUp
We believe in the everyday hero.
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.
Perks & Benefits
- €2,000 yearly learning & development budget
- Participate in our VSOP (Virtual Stock Option Plan)
- 25+ days of paid leave, plus 1-month sabbatical every 3 years
- Childbirth/adoption bonuses
- Co-sponsored Multisport card & wellness perks
- Monthly meal vouchers and flexible benefits
- Comprehensive health & life insurance
- An inclusive, values-driven team that celebrates diversity
Your profile
- 3+ years of experience in payment disputes, chargebacks, or related fields within financial services or banking.
- 1+ years of leadership or supervisory experience, preferably managing a team in a customer-facing or operations role.
- Strong understanding of card network rules (Visa, Mastercard, etc.) and chargeback processes.
- You have excellent interpersonal skills - the ability to truly empathise with and get the most out of your team members is key.
- You have effective stakeholder management skills, as well as the capacity for making data-driven decisions.
- You weigh up options and produce practical and workable solutions.
- You thrive in a fast-paced and ever-changing environment.
- Proficiency in English at working level
SumUp
2535
SumUp is a leading financial technology company, operating across 32 markets on three continents. We’re building a world where small businesses can be successful doing what they love.
We empower business owners by enabling them to accept card payments in-store, in-app and online, in a simple, secure and cost-effective way. Today, our card readers are used by over 2 million merchants around the world.
We’re continually developing new ways to help our customers do business, and our solutions are always intuitive and inclusive. We’ve launched multiple new products in 2020, including SumUp Invoices and Mobile Payments.