Customer Care Specialist

Customer Care Job at Sumsub We are looking for a Customer Service Representative. Join Sumsub’s team! Your role and tasks: Effectively interact with users, including both verbal and written communication (the main language of communication with the clients is German, English & Arabic/Turkish). Safeguard data, ensuring confidentiality and security. Adherence to legal regulations and company standards. Pay attention to detail and precision when carrying out tasks. Continuously update knowledge and skills in line with industry and regulatory changes. Only inbound calls, no outbound calls, chats or emails required. No customer support or complaint handling required. Simply guide the user through all necessary steps. Qualifications and Requirements: Previous experience in customer service-based roles is considered an advantage, but no work experience is required. You will be surrounded by our attention and support in order to enter the new role and team as comfortably as possible. Fluent German, English & Arabic/Turkish. All three languages are required for the communication with our clients. Ability to navigate a large amount of information. Can have days off during the week instead of the weekend. What We Offer: Work with impact. Our mission is to build a digital world that is secure and inclusive for everyone. Your work here will contribute directly to that mission and help shape how people experience trust online. Global reach. You will work on campaigns that cross cultures, languages, and borders, and see your ideas land globally. Growth that is real. Clear goals, open feedback, personal development plans, and support for learning and industry events. We do not just talk about growth, we make sure it happens. No borders. You will collaborate with colleagues from 74 countries, bringing together different skills, backgrounds, and perspectives. This mix makes our work stronger, more creative, and easier to adapt. Culture that fits. No heavy bureaucracy, no fake fun. We share wins, celebrate together, and keep things people and pet-friendly (yes, our logo is a dog). Partnership Customer Success Manager We are looking for a Partnership Customer Success Manager to build, maintain and grow strong relationships with Sumsub’s partners and key customers. This role is an exciting opportunity to work at the intersection of Customer Success, partnerships and product, helping partners achieve their goals, improve adoption and unlock new growth opportunities across different markets. What You Will Be Doing: Manage day-to-day relationships with partners and key customers across business, technical and product topics. Help partners and customers achieve their goals by ensuring smooth communication, strong product adoption and timely support. Build trusted relationships with key stakeholders and maintain regular contact through check-ins, updates and business reviews. Identify growth opportunities, potential risks and areas where Sumsub can bring additional value. Introduce partners and customers to new product features, support feature rollouts and collect feedback on product needs. Share partner and customer feedback internally to help improve processes, product experience and commercial outcomes. Act as a liaison between partners and internal teams, including Sales, Solutions, Product, Legal, Marketing and Customer Success. Qualifications and Requirements: Previous experience as a Customer Success Manager, Account Manager or Business Development Manager, ideally in fintech, payments, crypto, SaaS or another B2B environment. Advanced English. Strong communication skills and the ability to build relationships with different stakeholders, from technical teams to business decision-makers. Basic understanding of KYC, compliance, identity verification or fraud prevention would be a strong plus. Good analytical skills, with confidence working with Google Sheets, MS Excel or similar tools. Proactive and structured approach, with the ability to identify risks, follow up on open topics and drive tasks to completion. Comfortable working cross-functionally with Sales, Product, Solutions, Legal, Marketing and other internal teams. What We Offer: Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours. True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team. Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal. Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online. Compensation. We offer fair and transparent pay, benchmarked to the market. Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide. Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums. Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together. Getting you set up. We make sure you have access to the tools and hardware you need to do your work well. Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun. Head of CS Partnership Team We are looking for a Head of CS Partnership Team to lead the Customer Success strategy for Sumsub’s global partner ecosystem. This role is an exciting opportunity to build and scale the standards, processes and team responsible for helping our partners succeed in production, grow revenue and deliver consistent value across regions, while staying closely involved in key partner operations, escalations and growth opportunities. What You Will Be Doing: Lead and develop Sumsub’s CS Partnership function, combining strategic ownership with hands‑on involvement in key partner topics. Manage a small team of Customer Success Partnership Managers, including role clarity, coaching, performance management and capacity planning. Stay closely involved in partner operations, including production performance, adoption, escalations, expansion opportunities and partner health. Build and improve practical processes for partner onboarding, production support, engagement models, expansion flows and partner‑related CRM standards. Act as the key Customer Success point of contact for partner‑related initiatives, working closely with regional CS teams across all markets. Partner with Sales, Product, Engineering, Marketing, Operations and Finance on partner growth, technical escalations, reporting, billing and commercial topics. Track partner performance, health, revenue impact and risks, using insights to improve how we support and grow partnerships globally. Qualifications and Requirements: Strong experience in Customer Success, Partner Success or Account Management leadership, ideally in B2B SaaS, fintech, compliance, identity verification, fraud prevention or another complex technical environment. Proven experience managing and developing small or medium‑sized teams while staying hands‑on with customers, partners or key accounts. Experience working with partners, enterprise customers or indirect revenue channels across multiple regions. Strong commercial mindset, with the ability to identify expansion opportunities, support upsell and cross‑sell motions, and align partner growth with business goals. Excellent cross‑functional stakeholder management skills, with the ability to work closely with Sales, Product, Engineering, Operations, Finance and regional leadership. Strong analytical and process‑building mindset, including experience with CRM workflows, reporting, partner health metrics and scalable operating models. Confident communication style, strong ownership and the ability to manage complex escalations in a structured, calm and business‑oriented way. What We Offer: Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours. True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team. Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal. Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online. Compensation. We offer fair and transparent pay, benchmarked to the market. Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide. Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role‑specific events, from design conferences to marketing forums. Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate and recharge together. Getting you set up. We make sure you have access to the tools and hardware you need to do your work well. Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun. Partnership Manager – West Africa We’re growing our partner channel across West Africa and looking for a commercially driven Partnership Manager to own it. You’ll identify, sign, and activate strategic partners, resellers, referral partners, and technology integrators and hold them accountable for results. This is a hunting role. You’ll build pipeline independently, close partnership agreements, and drive revenue through your partner portfolio. What You Will Be Doing: Identify and approach high-potential partners across the West African market. Run the full partnership cycle, first conversation to signed agreement to active revenue. Manage and grow an existing partner portfolio with regular engagement and performance reviews. Collaborate with internal sales, technical, and legal teams to close and onboard partners and partner clients. Surface market intelligence and feed it back to Africa leadership. Qualifications and Requirements: 5+ years in partnerships, business development, or channel sales in fintech, payments, RegTech, or a related space. Strong existing network in West Africa, particularly Nigeria; Francophone West Africa is a plus. Proven track record of signed partnerships that generated revenue, not just introductions. Comfortable at C‑suite level and capable of running commercial negotiations independently. Self‑directed, high‑output, and accountable. What We Offer: Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours. True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team. Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal. Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online. Compensation. We offer fair and transparent pay, benchmarked to the market. Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide. Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role‑specific events, from design conferences to marketing forums. Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together. Getting you set up. We make sure you have access to the tools and hardware you need to do your work well. Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun. QA Automation Engineer We are looking for a QA Automation Engineer to expand and strengthen our test automation. This role is an exciting opportunity to directly impact the speed and quality of our mobile releases as we scale the team. What You Will Be Doing: Research, pilot, and deploy AI‑powered testing tools and LLM‑integrated platforms to enhance test coverage. Work with DevOps and Engineering teams to build internal AI agents that automate bug triaging, log analysis, and root cause identification. Utilize AI to generate high‑quality, privacy‑compliant synthetic datasets for edge‑case testing and performance benchmarking. Integrate AI coding assistants into the development workflow to ensure unit tests are generated and validated at the point of creation. Educate the broader QA team on AI literacy, prompt engineering for testers, and how to pivot from “execution” to “AI supervision.” Qualifications and Requirements: AI‑First Quality Engineer: You have a solid background in QA Automation but have successfully pivoted to AI‑augmented workflows, with hands‑on experience integrating LLMs (OpenAI, Claude, etc.) into the SDLC. Data & Prompt Expert: You understand the nuances of prompt engineering and synthetic data generation, ensuring AI‑driven testing remains high‑quality, privacy‑compliant, and free of hallucinations. Visionary Mentor: You are an advocate for AI literacy, capable of leading the cultural shift from “manual execution” to “AI supervision” by teaching teams how to leverage coding assistants and AI tools effectively. What We Offer: Remote‑first, trust‑based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours. True flexibility. We do not fix you to a 9‑to‑5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team. Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal. Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online. Compensation. We offer fair and transparent pay, benchmarked to the market. Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide. Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role‑specific events, from design conferences to marketing forums. Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together. Getting you set up. We make sure you have access to the tools and hardware you need to do your work well. Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun. #J-18808-Ljbffr