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Customer Care Representative [El Paso, TX]

El Paso, Texas, United States · Operations

Customer Care Representative

El Paso, TX

Who we are:

We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is a financial technology company that allows businesses of all sizes to receive payments quickly and simply, both in-store and online. Named as Europe’s fastest-growing company in the Inc. 5000, SumUp supports over 3 million merchants globally and operates in 34 markets across Europe, the U.S., Brazil and Chile. With its card terminals and online services relied upon by businesses of all sizes from DHL to black cab drivers – SumUp is the partner of choice for small businesses from every walk of life.

Who you are:  

We are looking for a multifaceted Customer Care Representative to join our Operations team at Sumup. This is a hybrid role - splitting time between working in our El Paso office and remote. In this role, you will be responsible for effectively responding to and resolving a variety of customer support issues. This role requires someone with a strong level of empathy, adaptability, and a passion for people.

A Day in the Life:

  • Interact with and support customers effectively through a variety of communication channels (e.g. email, phone, and social)

  • Use systems for tracking, information gathering, or troubleshooting; thoroughly document inquiry outcomes for accurate tracking and analysis

  • Respond to inquiries and may refer customers to secondary sources, supporting the needs of internal customers

  • Handle multiple call types, i.e. billing issues, product training, internet connectivity, and hardware technical support

  • Recognize common issues and think of ways to solve them permanently

  • Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources

  • Work cross-functionally within the Operations department, suggesting improvements of processes where necessary

  • Assist with projects and other duties assigned within the organization

This role is for you if:

  • You have the desire to be a part of a fast growing start-up

  • You are empathetic - you have a desire and responsibility to help small business owners thrive and do so with a positive and enthusiastic attitude

  • You are tech savvy - you are comfortable working on computers (i.e. toggling between screens and using multiple systems) and seek out ways to employ technology to solve and optimize performance

  • You have the proven ability to troubleshoot basic technical issues on customer devices such as internet connectivity, password resets, device setups and equipment upgrades

  • You possess excellent verbal and written communication skills with the ability to deliver clear and effective instruction

  • You are detail oriented and analytical ensuring information is complete and accurate

  • You thrive in a multi-tasking environment and can adjust priorities on-the-fly

  • You have a demonstrated ability to perform at a high level to support our high volume inbound calls

  • You take initiative and ownership to see things through to completion

  • You are punctual - you have a history of good attendance with a low percentage of unplanned absences or tardies

  • You have reliable internet connection and a quiet space to work without interruptions

  • You are flexible - we want someone who is open to work any shift including weekends and hours between 5am-12am

  • You have 1 - 3 years of call center experience. An associate’s degree preferred

Benefits & More:

  • $17.00 per hour

  • A hard working, fun and supportive team culture

  • Continuous training and development with opportunities for career advancement

  • Medical, Dental and Vision benefits, along with too many to list!

  • Benefits that holistically support your physical, emotional, and financial wellbeing

  • 4 weeks of annual PTO plus 11 paid holidays

  • 401(K) matching and Paid Parental leave

  • Special Leaves including Birthday (1 day), Wedding (3 days), Wellness (1 per quarter), Volunteering (2 days)

  • Sabbatical after every 3 years of employment

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of 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. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.

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.