📍 Job Overview

• Job Title: Customer Support Agent - FR
• Company: SumUp
• Location: Barcelona, Catalonia, Spain
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-06-18
• Experience Level: Entry-level to Associate (0-2 years)
• Remote Status: On-site

🚀 Role Summary

• Provide exceptional customer support to French-speaking POS users across multiple channels (calls, emails, chats)
• Prioritize and resolve customer requests with care and efficiency, ensuring a high-quality support experience
• Collaborate with internal teams to address major issues and ensure smooth resolution
• Thrive in a fast-paced, start-up environment and enjoy working on a rotating shift schedule on-site at the Barcelona HQ

📝 Enhancement Note: This role focuses on delivering outstanding customer support in French and English, requiring strong communication skills and a proactive mindset. It is well-suited for entry-level candidates seeking to start their career in customer support within a dynamic FinTech environment.

💻 Primary Responsibilities

• Manage and prioritize customer requests: Efficiently handle a variety of queries, ensuring that each customer receives personalized attention and timely resolution
• Deliver high-quality support: Maintain a consistently high level of customer satisfaction by providing clear and effective communication, even during complex or high-impact incidents
• Handle multi-channel support: Effectively manage customer interactions across calls, emails, and chats, demonstrating adaptability and professionalism in each channel
• Collaborate with internal teams: Work closely with other departments, such as technical support or product teams, to address major issues and ensure smooth resolution for customers
• Communicate clearly and effectively: Articulate complex solutions in a simple and understandable manner, tailoring communication to the customer's level of technical expertise

📝 Enhancement Note: This role requires a strong focus on customer-centric problem-solving, with the ability to empathize with users and provide tailored solutions that meet their needs.

🎓 Skills & Qualifications

Education: High school diploma or equivalent; relevant coursework or degree programs in customer service, communication, or a related field is a plus

Experience: 0-2 years of experience in customer support, call center, or a related role; experience in a fast-paced, start-up environment is beneficial

Required Skills:

• Fluency in French and English: Bilingual proficiency is essential for communicating effectively with French-speaking customers and collaborating with internal teams
• Problem-solving skills: Ability to identify, diagnose, and resolve customer issues efficiently, demonstrating a proactive and solution-oriented mindset
• Excellent communication skills: Strong verbal and written communication skills, with the ability to articulate complex solutions in a clear and concise manner
• Adaptability and flexibility: Comfortable working in a fast-paced environment and adjusting to a rotating shift schedule, as needed
• Customer focus: Genuine enjoyment in helping customers and a commitment to delivering exceptional customer service

Preferred Skills:

• Experience with customer support software or ticketing systems
• Familiarity with POS (Point of Sale) systems and payment processing
• Knowledge of the FinTech industry and its trends
• Proficiency in using multiple communication channels (calls, emails, chats) for customer support

📝 Enhancement Note: While not explicitly stated, having experience with CRM software, ticketing systems, or similar tools would be beneficial for this role, as they are commonly used in customer support environments.

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

Portfolio Essentials: Not applicable for this role

Technical Documentation: Not applicable for this role

📝 Enhancement Note: As this role focuses on customer support rather than web development or server administration, portfolio and technical documentation requirements are not applicable.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. However, based on market research for customer support roles in Barcelona, the estimated salary range is €22,000 - €28,000 per year (gross), depending on experience and qualifications.

Benefits:

• Learning and Development Budget: €2,000 annual budget for attending conferences or advancing your career through further education
• Restaurant Tickets: Meal vouchers or subsidies for employees
• Sabbatical: 30 days of paid leave after completing 3 years of employment with SumUp
• Referral Bonus: Additional rewards for referring talented individuals to join the SumUp team

Working Hours: Full-time position with a rotating shift schedule, including evenings, weekends, and holidays as needed to provide customer support during business hours

📝 Enhancement Note: The salary range provided is an estimate based on market research for customer support roles in Barcelona. Actual salary offers may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: FinTech - SumUp is a global financial technology company focused on empowering small businesses through innovative payment solutions

Company Size: Medium-sized company with a growing team of over 3,000 employees worldwide, providing ample opportunities for collaboration and career growth

Founded: 2012 - SumUp was founded in 2012 and has since expanded to 33 countries, processing billions of euros in transactions annually

Team Structure:

• Customer Support Team: The customer support team is responsible for managing customer interactions, resolving issues, and ensuring customer satisfaction. This team works closely with other departments, such as technical support and product teams, to address major issues and improve customer experience
• Cross-functional Collaboration: SumUp encourages collaboration between teams, with customer support working closely with product, marketing, and other departments to ensure that customer feedback is considered in decision-making processes

Development Methodology:

• Agile/Scrum Methodologies: SumUp employs Agile/Scrum methodologies for project management, with regular sprint planning and continuous improvement
• Customer-centric Approach: The company prioritizes customer feedback and user experience in its product development and decision-making processes
• Continuous Learning and Improvement: SumUp fosters a culture of continuous learning and improvement, with regular training opportunities and a focus on employee development

Company Website: SumUp Careers

📝 Enhancement Note: SumUp's company culture emphasizes customer-centricity, collaboration, and continuous learning, providing a supportive environment for employees to grow and succeed.

📈 Career & Growth Analysis

Customer Support Agent - FR speaker: This role is an entry-level to associate position, focusing on delivering exceptional customer support to French-speaking users. The primary responsibility is to manage, prioritize, and resolve customer requests efficiently and effectively.

Reporting Structure: This role reports directly to the Customer Support Team Lead or Manager, who oversees the day-to-day operations and ensures that customer support agents have the resources and guidance needed to succeed.

Technical Impact: Customer Support Agents play a crucial role in ensuring customer satisfaction and retention by addressing user concerns and providing timely solutions. Their work directly influences the user experience and helps shape product improvements.

Growth Opportunities:

• Career Progression: With experience and demonstrated success, Customer Support Agents may have the opportunity to advance to senior roles within the customer support team or explore other career paths within SumUp, such as team leadership, quality assurance, or training and development
• Skill Development: As a customer support agent, you will have the opportunity to develop your communication, problem-solving, and customer service skills, as well as gain valuable experience working in a fast-paced, dynamic environment
• Emerging Technologies: SumUp is at the forefront of FinTech innovation, providing employees with the opportunity to learn about and contribute to emerging technologies and trends in the industry

📝 Enhancement Note: While the role description does not explicitly mention career growth opportunities, SumUp's company culture and focus on employee development suggest that there may be opportunities for advancement within the customer support team or other departments, depending on the employee's skills, performance, and interests.

🌐 Work Environment

Office Type: SumUp's Barcelona office is a modern, collaborative workspace designed to foster creativity and innovation. The company encourages open communication and encourages employees to work together to solve problems and drive success.

Office Location(s): Barcelona, Catalonia, Spain - SumUp's Barcelona office is located in the heart of the city, providing easy access to public transportation and nearby amenities.

Workspace Context:

• Collaborative Workspace: The office features open-plan workspaces, encouraging collaboration and teamwork among employees
• Modern Equipment: SumUp provides employees with access to modern equipment, including computers, software, and communication tools, to ensure they have the resources they need to succeed
• Flexible Work Arrangement: While this role is on-site, SumUp offers flexible work arrangements, such as remote work or hybrid options, for some positions and teams, depending on the nature of the role and business needs

Work Schedule: This role follows a rotating shift schedule, with employees working evenings, weekends, and holidays as needed to provide customer support during business hours. The work schedule may vary depending on the company's needs and the employee's availability.

📝 Enhancement Note: SumUp's work environment emphasizes collaboration, innovation, and employee well-being, providing a supportive and engaging workspace for employees to thrive.

📄 Application & Technical Interview Process (N/A for this role)

Interview Process: Not applicable for this role, as the job listing does not mention an interview process or technical challenges.

Portfolio Review Tips: Not applicable for this role, as the job listing does not require a portfolio or project submission.

Technical Challenge Preparation: Not applicable for this role, as the job listing does not mention technical challenges or assessments.

ATS Keywords: Not applicable for this role, as the job listing does not provide a list of relevant keywords for resume optimization.

📝 Enhancement Note: While the job listing does not provide information about the application or interview process, candidates can expect a thorough evaluation of their communication skills, problem-solving abilities, and customer service experience during the hiring process.

📌 Application Steps

To apply for this Customer Support Agent - FR speaker position at SumUp:

1. Submit your application through the application link provided in the job listing
2. Tailor your resume and cover letter to highlight your customer support experience, communication skills, and problem-solving abilities
3. Prepare for a phone or video screening, focusing on your language skills, customer service experience, and problem-solving abilities
4. Research SumUp's company culture, values, and mission to demonstrate your enthusiasm and fit for the role during the interview process

⚠️ 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.