Customer Experience Specialist - El Paso, TX

About the role

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. _________________________________________________________________

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
• _________________________________________________________________
• 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 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.
• _________________________________________________________________
• 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 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
• _________________________________________________________________
• 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.
• #SumUpUSA
• 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

Benefits

Additional Information

Customer Experience Specialist El Paso, Texas | Full-time | Office-based $16 per hour Please note: we're unable to offer visa sponsorship for this role. _________________________________________________________________

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at sumup? Share your experience