Customer Experience Agent at SumUp

| Greater Boulder Area
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Customer Experience Agent 

 

Here at SumUp we are proud of our amazing and challenging work environment, our multinational teams, the enthusiasm and passion that everyone brings to the table. Why? Because we do things differently. With more than 2500 enthusiastic employees from more than 30 nations around the globe, we all come together to offer our merchants the best product and service. If you’re looking for a chance to participate and contribute your ideas, this is the right place for you. 

We are inspired by a dream: payments should be easy, intuitive and affordable to empower small merchants all over the world. Our vision as a global FinTech company is to build the first-ever global card acceptance brand. We are well on our way, as small businesses in over 33 countries around the world rely on SumUp to get paid. To get there, we are putting together an awesome team that is committed to one another and to our merchants.

SumUp is growing fast in the US and is looking for a Customer Experience Agent for our office in Boulder, CO. If you believe you are the right fit for our expanding team, we would love to have you apply.

What you will do?

  • You are the voice of our company – the direct link to our merchants
  • You will thoroughly understand the technology behind the products that empower millions of merchants every day
  • Provide our customers a great customer experience through phone, email, chat and other social media channels
  • Research and resolve customer inquiries and cases as they are assigned through our CRM platform (Salesforce) and other SaaS applications.
  • You contribute to the scalability by continuously optimizing processes and help to create new content for our support experience
  • Expand your knowledge about the payments industry, as you closely work together with other departments within the company, such as operations, marketing, sales, logistics, and compliance

You’ll be great for this role if...

  • You’re curious, patient and persistent to solve issues
  • You love to help and support people and have a positive work attitude
  • You’re organized and keep a cool head even in stressful situations
  • You’re comfortable using a smartphone, tablet or computer
  • You love to communicate while being empathetic, concise, and patient with our customers
  • You are able to multitask and prioritize responsibilities
  • You have excellent speaking and writing skills in English, Spanish is a plus
  • You have previous experience in customer service (bonus points if it was a call or contact center)

What you will love about SumUp?

  • Be part of a welcoming community of more than 2,000 people from over 52 nationalities
  • Startup environment and small, cross-functional teams
  • 50% employer-paid Medical, Dental, Vision Insurance and company-paid life insurance
  • FSA & 401K Retirement Plan (up to 3.5% employer matching when you elect to contribute up to 6%)
  • Paid vacation, sick days, and holidays immediately available upon hire
  • Ongoing access to professional development tools, job training, and industry conferences
  • Free on-site refreshments, snacks (fruits, cereals, nuts, etc.), and team meals
  • Fun company outings, team events, birthday lunches, yoga, happy hours, hikes, etc.

Why work for SumUp?

  • Be part of a welcoming community of more than 2,000 people from over 52 nationalities
  • Startup environment and small, cross-functional teams
  • 50% employer-paid Medical, Dental, Vision Insurance and company-paid life insurance
  • FSA & 401K Retirement Plan (up to 3.5% employer matching when you elect to contribute up to 6%)
  • Paid vacation, sick days, and holidays immediately available upon hire
  • Ongoing access to professional development tools, job training, and industry conferences
  • Free on-site refreshments, snacks (fruits, cereals, nuts, etc.), and team meals
  • Fun company outings, team events, birthday lunches, yoga, happy hours, hikes, etc.

SumUp encourages you to apply even if you don’t meet all requirements for the position.  SumUp believes in supporting candidates and employees throughout their career journey so we encourage you to apply.  SumUp is committed to a diverse, equitable and inclusive workplace.

SumUp is committed to fair and equitable compensation practices.  The salary range for this position in Boulder, CO is $17.00 to $20.00 per hour.  Compensation will be finalized by the candidate's relevant work experience, skills, certifications and geographic location.

About SumUp

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of 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. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

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

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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • Objectives & Key ResultsManagement
    • Contentful CMSCMS
    • SalesforceCRM
    • Marketing CloudEmail

Location

SumUp is located on Pearl Street in downtown Boulder with beautiful views of the Flatirons and access to restaurants, bars and public transport.

An Insider's view of SumUp

What’s the vibe like in the office?

Our SumUp Boulder office is full of collaboration! We work in an open environment and our team is cross-functional. SumUp is constantly growing and while being on this amazing journey we just enjoy learning from each other!

Mora

Head of US Customer Support

How has your career grown since starting at the company?

SumUp USA is still small, so all the team members have a founder's mentality. We interpret this as the ability to be self-driven, think pragmatic, and do more with less. I have put lots of work into growing our business, and as our company grows, so does my team and my responsibilities!

Brian

Head of Performance Marketing

How do you make yourself accessible to the rest of the team?

Everyone is always welcome to approach me. We work in an open office with an open door policy and team members can always come to me with ideas and feedback.
Also, we discuss new initiatives and celebrate successes during the weekly all hands.

Jan

Managing Director

What are SumUp Perks + Benefits

SumUp Benefits Overview

SumUp is located on Pearl Street in downtown Boulder. Beyond the beautiful views of the Flatirons from our office we offer:

- Health, dental, vision and life insurance
- FSA & 401k retirement plans
- Immediately available PTO
- Startup vibes + cross-functional teams
- Weekly team events and milestone celebrations
- A rotating selection of free beer
- Free EcoPass for public transport all around Colorado
- One Outdoor/Powder Day a year! This is why we work in Boulder right?

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Free Bus Pass
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
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