Customer Experience Specialist

Job Description

Job Description

Customer Experience Specialist

El Paso, Texas | Bilingual | Full-time | Office-based | $16 per hour

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About the team

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.

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What you'll do

• 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

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You'll be great for this role if…

• 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.

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Compensation -

• This position starts at $16 per hour

Why you should join SumUp

• Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our El Paso 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
• ️ Generous time off: 22 days of paid vacation, plus an extra day each year up to 28 days, public holidays, quarterly Wellness Days, and special leaves
• Health and life coverage: medical coverage via Cigna & Kaiser, plus life insurance
• Financial security: 401(k) retirement matching (100% on first 1%, 50% on 2–6%)
• Break4me: 1-month sabbatical after 3 years of service
• Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

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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.

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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.