Merchant Security Expert with Italian and English

About the team: The Merchant Security team is the frontline defence for our Italian-speaking merchants — handling security concerns, fraud-related queries, and sensitive account issues with care and precision. As we grow our Italian coverage to ensure merchants always have someone in their corner, this role sits at the heart of that mission. If you're someone who thrives on solving problems, staying calm under pressure, and making a real difference for small business owners, this is where you'll do your best work. What you'll do: Support Italian-speaking merchants across phone and email, helping them resolve security concerns and account issues with confidence Investigate suspicious activity and fraud-related cases, using available tools and information to find the root cause Work closely with the Fraud Operations team to escalate and communicate findings clearly Spot patterns and flag process improvements that help the team respond faster and more effectively Collaborate with colleagues across operations and other departments to make sure merchants get the right outcome You'll be great for this role if… Fluency in Italian and English, both written and spoken, comes naturally to you. Experience in a customer support or operations environment has given you a solid foundation for handling complex conversations. Strong attention to detail means you don't let things slip through the cracks, especially when accuracy matters most. Comfort navigating difficult or demanding interactions, with the resilience to stay solution-focused throughout. A natural curiosity and investigative mindset that drives you to understand the "why" behind an issue, not just the surface-level problem. 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 prom