📍 Job Overview

Job Title: Customer Support Agent - IT + UK market
Company: SumUp
Location: Barcelona, Catalonia, Spain
Job Type: On-site
Category: Customer Support
Date Posted: 2025-06-25
Experience Level: Entry-level (0-2 years)

🚀 Role Summary

Provide exceptional customer support to Italian and English-speaking merchants across various topics, including General inquiries, Banking, CNP, and Invoicing.
Handle a variety of queries across multiple channels (calls, emails, chats) with care and efficiency.
Collaborate with internal teams to ensure smooth resolution of major issues.
Work onsite at SumUp's Barcelona headquarters.

📝 Enhancement Note: This role requires strong communication skills, cultural sensitivity, and the ability to thrive in a fast-paced, start-up environment. Familiarity with banking and invoicing processes is beneficial but not required, as training will be provided.

💻 Primary Responsibilities

Customer Interaction: Manage, prioritize, and resolve customer requests with care and efficiency, delivering a consistently high-quality support experience across all interactions.
Problem Solving: Identify, diagnose, and resolve customer issues promptly and effectively, ensuring customer satisfaction.
Cross-functional Collaboration: Work closely with internal teams, such as technical support and product, to ensure smooth resolution of complex issues.
Query Handling: Handle a variety of queries across multiple channels, demonstrating excellent communication skills and active listening.
Incident Management: Communicate clearly and effectively, especially during complex or high-impact incidents, keeping stakeholders informed and minimizing customer impact.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant degree or certification in customer service, business, or a related field is a plus but not required.

Experience: Proven experience in customer support, ideally within the finance or technology industries. Familiarity with banking and invoicing processes is beneficial but not required.

Required Skills:

Fluency in Italian and English (C1 or C2)
Strong communication skills, both written and verbal
Excellent listening and problem-solving skills
Proactive mindset and ability to work independently
Comfortable working in a fast-paced, start-up environment
Flexibility and open to working on a rotating shift schedule

Preferred Skills:

Experience in customer support within the finance or technology industries
Familiarity with banking and invoicing processes
Knowledge of CRM software and ticketing systems
Experience working with remote teams

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: €24,000 - €30,000 per year (based on local market research and entry-level customer support roles in Barcelona)

Benefits:

Annual learning and development budget of €2,000
Restaurant tickets
30 days sabbatical after completing 3 years of employment
Referral bonus

Working Hours: Full-time, 40 hours per week, with a rotating shift schedule to cover business hours.

🎯 Team & Company Context

Company Culture: SumUp is a global FinTech company dedicated to empowering small businesses by providing easy-to-use financial solutions. They foster an inclusive environment where everyone's perspectives are respected and embraced.

Team Structure: The customer support team consists of multilingual agents who work closely with internal teams, such as technical support and product, to ensure customer satisfaction and continuous improvement.

Development Methodology: SumUp follows an Agile approach, focusing on iterative development, continuous improvement, and customer-centric design.

Company Website: SumUp

📝 Enhancement Note: SumUp values diversity and inclusion, offering an annual learning and development budget, restaurant tickets, a 30-day sabbatical after completing 3 years of employment, and a referral bonus. They provide an office-first setup, with an opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide.

📈 Career & Growth Analysis

Customer Support Agent Career Level: This role is an entry-level position, focusing on customer interaction, problem-solving, and query handling. It provides an excellent foundation for a career in customer support or related fields.

Reporting Structure: The Customer Support Agent reports directly to the Customer Support Team Lead and works closely with internal teams, such as technical support and product.

Technical Impact: This role has a direct impact on customer satisfaction and retention, contributing to SumUp's overall success by ensuring merchants receive exceptional support.

Growth Opportunities:

Career Progression: With experience and proven performance, there may be opportunities to advance to a Team Lead or Specialist role within the customer support team.
Skill Development: SumUp offers an annual learning and development budget, allowing agents to attend conferences or pursue further education to enhance their skills and career prospects.
Cross-functional Collaboration: Working closely with internal teams can provide exposure to various aspects of the business, fostering growth and development.

📝 Enhancement Note: While this role is entry-level, SumUp's commitment to learning and development, along with the opportunity to work with global teams, provides ample growth potential for the right candidate.

🌐 Work Environment

Office Type: SumUp's Barcelona headquarters is a dynamic, multicultural workspace designed to foster collaboration and innovation.

Office Location(s): Barcelona, Catalonia, Spain

Workspace Context:

Collaborative Environment: The office features open-plan workspaces, encouraging teamwork and communication among employees.
On-site Facilities: SumUp's Barcelona office provides various amenities, such as a kitchen, relaxation areas, and event spaces, contributing to a comfortable and enjoyable work environment.
Work-life Balance: SumUp promotes a healthy work-life balance, offering flexible working hours and a 30-day sabbatical after completing 3 years of employment.

Work Schedule: Full-time, 40 hours per week, with a rotating shift schedule to cover business hours. The specific schedule will be determined based on business needs and team availability.

📝 Enhancement Note: SumUp's Barcelona office is designed to encourage collaboration and innovation, with various on-site facilities and a commitment to work-life balance. The rotating shift schedule ensures that customer support is available during business hours, contributing to SumUp's commitment to exceptional customer service.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, language proficiency, and cultural fit.
Case Study: A practical exercise to evaluate problem-solving skills and customer support approach.
Final Interview: A meeting with the hiring manager and/or team members to discuss the case study, answer questions, and make a final decision.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: Customer Support, Problem Solving, Communication, Banking, Invoicing, CNP, Italian, English

📝 Enhancement Note: SumUp's interview process focuses on assessing communication skills, problem-solving abilities, and cultural fit. The case study provides an opportunity to demonstrate customer support skills and approach, while the final interview allows candidates to discuss their experiences and ask questions about the role and company.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-centric: Focus on delivering exceptional customer support and ensuring customer satisfaction.
Proactive: Anticipate customer needs and address issues promptly and effectively.
Collaborative: Work closely with internal teams to ensure smooth resolution of complex issues.
Adaptable: Remain calm and composed under pressure, adapting to changing circumstances and priorities.

Collaboration Style:

Cross-functional Integration: Collaborate with internal teams, such as technical support and product, to ensure smooth resolution of major issues.
Peer Support: Share knowledge and experiences with teammates to improve overall performance and customer satisfaction.
Continuous Learning: Stay up-to-date with new products, features, and best practices to enhance customer support skills and knowledge.

📝 Enhancement Note: SumUp's customer support team values a customer-centric approach, proactivity, collaboration, and adaptability. They foster a culture of continuous learning and peer support, contributing to exceptional customer service and overall team success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Language Barriers: Communicate effectively with customers from diverse linguistic and cultural backgrounds.
High Volume: Manage a high volume of customer inquiries, prioritizing and resolving issues efficiently.
Complex Issues: Address complex or high-impact incidents, requiring clear and effective communication with customers and stakeholders.

Learning & Development Opportunities:

Product Training: Familiarize yourself with SumUp's products, features, and processes to provide accurate and helpful support to customers.
Soft Skills Development: Enhance communication, problem-solving, and active listening skills through on-the-job experience and training opportunities.
Career Progression: With experience and proven performance, explore opportunities to advance to a Team Lead or Specialist role within the customer support team.

📝 Enhancement Note: SumUp's customer support role presents challenges such as language barriers, high volume, and complex issues. However, it also offers opportunities for learning and development, including product training, soft skills enhancement, and career progression.

💡 Interview Preparation

Technical Questions:

Communication Skills: Demonstrate strong communication skills, both written and verbal, with examples of effective customer interactions.
Problem-solving: Describe your approach to identifying, diagnosing, and resolving customer issues, providing specific examples from your previous experience.
Cultural Fit: Explain why you are interested in working for SumUp and how your values and skills align with the company's customer support team.

Company & Culture Questions:

Company Knowledge: Show that you have researched SumUp and understand their mission, values, and products.
Team Dynamics: Discuss how you would collaborate with internal teams, such as technical support and product, to ensure smooth resolution of major issues.
Customer-centric Mindset: Explain your approach to delivering exceptional customer support and ensuring customer satisfaction.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: SumUp's interview process focuses on assessing communication skills, problem-solving abilities, cultural fit, and company knowledge. Candidates should demonstrate a strong customer-centric mindset and a commitment to exceptional customer service.

📌 Application Steps

To apply for this customer support agent position:

Submit your application through the application link.
Tailor your resume and cover letter to highlight your customer support experience, communication skills, and problem-solving abilities.
Prepare for the phone/video screen by practicing your communication skills and familiarizing yourself with SumUp's products and services.
Research SumUp's company culture, values, and mission to demonstrate your enthusiasm and cultural fit during the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing communication, problem-solving, and customer-centric skills.
Include customer support methodologies, query handling techniques, and incident management processes.
Emphasize customer support team dynamics, cross-functional collaboration with internal teams, and customer impact measurement.
Address customer support career progression, technical skill development, and leadership opportunities within customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, ticketing systems, and communication platforms relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support-specific interview preparation and coding challenge guidance.
Emphasize active listening, problem-solving, and customer-centric principles in customer support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and related industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support & Communication Focus:

Emphasize active listening, problem-solving, and customer-centric principles in customer support roles.
Include specific customer support tools, ticketing systems, and communication platforms relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support-specific interview preparation and coding challenge guidance.
Emphasize customer support methodologies, query handling techniques, and incident management processes.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support, communication, or customer experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.

Customer Support Agent