Customer Experience Specialist - El Paso, TX Office at SumUp · El Paso

Summary: SumUp provides financial and payment tools that help small businesses manage payments, finance, and customer relationships. The Customer Experience Specialist serves as the first point of contact for merchants, troubleshooting product issues, coordinating with internal teams, and helping improve support processes and content.

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

Required Qualifications:
- * 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 centre, or a helpdesk — 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
- *Please note: we're unable to offer visa sponsorship for this role.*

Required Skills: Technical Troubleshooting, Spanish

Benefits: 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 scheme with 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