Customer Experience Specialist

SumUp•El Paso, TX

3d•Onsite

About The Position

Our Customer Experience team in El Paso is a close-knit, collaborative group of 16 people who are the direct link between SumUp and the millions of small business owners we support every day. When a merchant has a question, a problem, or just needs a helping hand, we're the ones who show up for them — with patience, clarity, and genuine care. This role sits at the heart of that mission: you'll be the voice of SumUp, turning everyday interactions into moments that build real trust with our merchants.

Requirements

Fluency in both English and Spanish (written and spoken) is second nature to you.
Experience in a customer-facing environment — whether that's retail, hospitality, a call center, or a help desk — has given you a strong foundation in handling people and pressure.
Comfort troubleshooting everyday tech, like smartphones, tablets, or computers, and a genuine curiosity to learn more.
Strong organizational skills and the ability to stay calm and composed when things get busy.
A people-first mindset — you genuinely enjoy helping others and take pride in leaving every interaction better than you found it.

Responsibilities

Be the first point of contact for merchants, handling enquiries via phone, email, and internal channels with empathy and clarity
Troubleshoot and resolve issues with SumUp's products, including smartphones, tablets, and card readers, guiding merchants through solutions step by step
Work closely with teams across sales, marketing, logistics, and compliance to make sure merchants always get the right answer
Spot patterns in customer feedback and contribute ideas to improve our support processes and content
Build your product knowledge continuously so you can confidently support merchants across our growing range of tools