Merchant Security Expert with Italian and English

About the team:

The Merchant Security team is the frontline defence for our Italian-speaking merchants — handling security concerns, fraud-related queries, and sensitive account issues with care and precision. As we grow our Italian coverage to ensure merchants always have someone in their corner, this role sits at the heart of that mission. If you're someone who thrives on solving problems, staying calm under pressure, and making a real difference for small business owners, this is where you'll do your best work.

• Support Italian-speaking merchants across phone and email, helping them resolve security concerns and account issues with confidence
• Investigate suspicious activity and fraud-related cases, using available tools and information to find the root cause
• Work closely with the Fraud Operations team to escaltate and communicate findings clearly
• Spot patterns and flag process improvements that help the team respond faster and more effectively
• Collaborate with colleagues across operations and other departments to make sure merchants get the right outcome

• Fluency in Italian and English, both written and spoken, comes naturally to you.
• Experience in a customer support or operations environment has given you a solid foundation for handling complex conversations.
• Strong attention to detail means you don't let things slip through the cracks, especially when accuracy matters most.
• Comfort navigating difficult or demanding interactions, with the resilience to stay solution-focused throughout.
• A natural curiosity and investigative mindset that drives you to understand the "why" behind an issue, not just the surface-level problem.

The role is office‑based in Sofia.

• Opportunity to work with Sum Uppers globally on large-scale fintech products used by millions of businesses worldwide, from our modern Sofia 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
• A dedicated annual L&D budget of €2000 and 10 paid days of educational leave which can be used to attend conferences and/or advance your career through further education
• Generous time off: 25 days of paid leave, plus one extra day per year of service (up to 35), along with public holidays and special leave options
• Peace of mind: additional health insurance and life insurance
• Stay active:
  
  on-site yoga and a co-sponsored Multisport card offering access to hundreds of sports facilities
• Meal support: benefit from a tax-free food voucher program plus flexibility via our Re:
  
  Benefits platform