Customer Experience Specialist

El Paso, Texas

Who you are:  

SumUp is seeking a people-positive Customer Experience Specialist to be the voice of support for our merchants. We are searching for new team members that are highly curious, patient, and collaborative and will be responsible for effectively responding to and resolving a variety of customer support issues. This role requires someone with a strong level of empathy, adaptability, and a passion for people to join our team in the El Paso office. This is an in-office role with flexibility to work from home if the schedule is outside of our core business hours. 

What you will do:

• Be the voice of our company – the direct link to our merchants
• Become proficient with the technology behind the products that empower millions of merchants every day
• Take care of our inquiries by phone, email, chat, and social media channels
• Contribute to the scalability by continuously optimizing processes and help to create new content for our support experience
• Collaborate with other departments within the international company, such as sales, marketing, logistics, and compliance

You will love this role if you:

• Have shown a career tracking in technology (e.g. A+ certification, Network Administration, PC/Mac Support, Helpdesk, Gaming)
• Have customer service exprience
• Are curious, patient and persistent to solve issues
• Love to help and support people and have a positive work attitude
• Have significant experience working in Microsoft Excel (using formulas, macros, mass data backfill and manipulation) and love working with data exports in Excel
• Like being organized and keep a cool head even in stressful situations
• Are very comfortable diagnosing a smartphone, tablet and computer
• Communicate while being empathetic, concise, and patient with our customers
• Are able to multitask and prioritize responsibilities
• Have excellent speaking and writing skills in English (conversational in Spanish is a plus!)

Who we are:

SumUp is a leading global financial technology company committed to leveling the playing field for small businesses. Founded in 2012, we’re the trusted partner of over 4 million merchants in 36 markets worldwide, providing simple and affordable tools that enable them to manage payments, business finances and customer relationships. With our point of sale systems, card terminals and online services relied upon by businesses of all sizes – SumUp is the partner of choice for small businesses from every walk of life.

Our diverse team of over 3,000 SumUppers globally, representing more than 90 nationalities and spread across 20 offices worldwide, is at the heart of our success. We embody the spirit of global collaboration and innovation. Our mission is to empower small businesses worldwide by continuously expanding our product range into new markets. 

The El Paso office is a key to our success in growing SumUp. It has 35+ team members with an average tenure of 3.4 years. Several people have been with the company the entire 6 years we have been in El Paso. While the office is smaller, you are a part of a bigger team with the opportunity to grow by utilizing our $2,000 annual learning/education budget and/or exploring other roles. We also have two offices in Colorado if you ever want to make a move! 

Compensation and Perks: 

• $16 per hour
• 37 paid days off (22 vacation days, 11 holidays and 4 wellness days) plus 8 sick days per year
• Amazing medical, dental and vision benefits
• 401(K) employer match
• Paid Parental leave
• One month of sabbatical after every 3 years of employment

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited.

Explore career opportunities with us and join a team driven by collaboration, innovation, and a shared vision of creating a world where everyone can build a thriving business. Discover more about our vibrant and inclusive work culture and how we work on our careers website, and follow our journey on LinkedIn and Instagram.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.

#SumUpUSA

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.