Chargeback Specialist

Team description:

Our Disputes team sits right at the point where fraud, regulation, and customer experience meet, assessing claims and raising disputes with card schemes so customers get their money back and SumUp stays compliant. As a Chargeback Specialist, you'll investigate chargeback and fraud cases, build and submit claims that meet strict card scheme rules, and help the business keep pace with PSD2's tight timeframes for handling reported fraud. This is a newly created role on a growing team, giving you the chance to shape your own ways of working as the function scales to match SumUp's transaction growth.

What you'll do:

• Analyse and initiate chargeback claims, working through cases in Salesforce in line with card scheme regulations

• Assess disputes and fraud notifications, including those received directly from Mastercard

• Follow up on chargeback cases through to resolution, working to recover funds for customers and SumUp

• Communicate with customers and internal teams throughout the dispute process

• Respond to information requests from internal and external partners, keeping all parties updated on case progress

You'll be great for this role if…

• Comfortable using Word, Excel, and basic data manipulation on a daily basis

• Some understanding of the payment cycle, card transactions, and how disputes and chargebacks work

• Curiosity about fraud patterns and how rules and models are used to flag and review cases

• Strong attention to detail, with a habit of double checking cases before they're submitted

• Ability to navigate multiple systems and follow detailed procedures without losing accuracy under time pressure

Why you should join SumUp:

• Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our modern Sofia office. This involves an office-first setup

• Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

• A dedicated annual L&D budget of €2000 and 10 paid days of educational leave which can be used to attend conferences and/or advance your career through further education

• Generous time off: 25 days of paid leave, plus one extra day per year of service (up to 35), along with public holidays and special leave options

• Peace of mind: additional health insurance and life insurance

• Stay active: on-site yoga and a co-sponsored Multisport card offering access to hundreds of sports facilities

• Meal support: benefit from a tax-free food voucher program plus flexibility via our Re:Benefits platform

• Easy commute: free shuttle buses connecting directly to Joliot-Curie metro station

• Break4me: 1-month sabbatical after 3 years of service

• Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

This job is based in our office in Sofia.

About SumUp:

Be empowered to do more that matters.

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

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, colour, 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. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.

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.