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SumUp is seeking a Merchant Security Expert to join the Merchant Security team in Sofia. This role serves as the frontline between SumUp and millions of small businesses, protecting their financial security and building trust.
You will support Italian-speaking merchants with security and fraud-related inquiries primarily via phone and email. Your responsibilities include investigating suspicious activity, following up with merchants to resolve concerns quickly, identifying patterns in merchant cases to flag process improvements, and collaborating with engineering and other departments on complex cases. You'll also help cover different shifts, including evenings and weekends, as part of a global multilingual team.
The Merchant Security team is growing alongside SumUp's merchant base and taking on increasing responsibility for spotting and resolving fraud and security issues before they escalate. In this role, you'll be the voice of the Fraud Ops team for Italian-speaking merchants, helping them feel confident and protected.
SumUp is a fintech scale-up with 3000+ employees across 60+ countries on 4 continents, focused on creating powerful, easy-to-use financial solutions for small business owners. The company operates with a founder's mentality and team-first attitude.
Benefits include 25 days' paid leave (increasing with tenure), paid sabbatical after 3 years, individual learning budget with 10 days educational leave, monthly digital food vouchers, monthly benefits budget (transport, food, learning, etc.), additional health and life insurance, co-sponsored Multisport card, funded therapy and coaching sessions, child birth/adoption bonus, referral program, and free shuttle buses from Joliot-Curie metro station.
REQUIREMENTS:
- Fluency in Italian and strong English skills (written and spoken)
- Comfort explaining technical or sensitive information clearly and calmly
- Strong attention to detail and genuine curiosity for spotting inconsistencies
- Resilience when handling difficult conversations while maintaining patience and empathy
- Experience in customer support or operations is a plus but not required; training provided
