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About the Role
Teya is building a financial platform for local businesses across Europe, focusing on simple tools, thoughtful design, and real human support. The Customer Operations Manager will lead teams responsible for technical support, complaints, and operational quality, driving process improvement and ensuring operational reality shapes the product roadmap.
Responsibilities
- Lead and develop managers overseeing complaints and escalations, setting clear priorities and standards.
- Define, track, and report on key performance indicators (KPIs) and quality metrics across customer operations.
- Identify operational process shortcomings and implement fixes, including workflow changes and new tooling.
- Act as the primary liaison between customer operations and the Product team, translating operational themes into product roadmap input.
- Utilize tools and systems to improve operational efficiency and quality, advocating for smarter data and technology use.
Requirements
- Proven experience leading customer operations, complaints, or service quality functions, preferably in fintech, payments, or a similar high-growth environment.
- Experience managing managers and building leadership capability.
- Strong data and analytical skills, with proficiency in metrics, dashboards, and reporting tools.
- Tech-comfortable with new tools and systems, and capable of advocating for technology solutions.
- Demonstrated track record of driving end-to-end process improvement.
- Strong cross-functional collaboration skills, particularly with Product teams.
- Excellent judgment and communication skills, with the ability to represent the function credibly.
- Comfortable operating as a trusted advisor to senior leadership.
Skills
- Customer Operations Management
- Complaints Handling
- Service Quality Management
- Leadership
- Performance Metrics (KPIs)
- Process Improvement
- Data Analysis
- BI Tools
- Cross-functional Collaboration
- Product Management Liaison
- Technology Adoption
- Communication
- Judgement
Location
- Central London
Work Type
- Flexible working hours
- Onsite (Office snacks, informal environment)
Experience Level
- Senior
- Manager of Managers
Benefits
- Flexible working hours
- Physical and mental health support (GymPass, 1-1 therapy, meditation, digital fitness/nutrition apps)
- Extended and improved maternity and paternity leave
- Cycle-to-Work Scheme
- Health and Life Insurance
- Pension Scheme
- 25 days of Annual Leave (+ Bank Holidays)
- Office snacks
About the Company
- Teya provides a financial platform for local businesses across Europe.
- The company's mission is to offer simple tools, thoughtful design, and real human support to help local businesses thrive.
- Teya believes local businesses deserve better financial services.
- The company values moving fast, quality, attention to detail, great performance, and genuine hospitality.
Equal Opportunity
- Teya is proud to be an equal opportunity employer.
- Committed to creating an inclusive environment where everyone can thrive regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background.
- Believes a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace.
- Provides reasonable adjustments for candidates during the recruitment process.