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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. This role involves owning and resolving complex merchant problems, internal escalations, and formal complaints, acting as a bridge between frontline teams and Product, Engineering, and Compliance. The position also focuses on identifying patterns, driving product and process improvements, and building systems to prevent recurring issues.
Responsibilities
- Investigate and resolve complex cases, taking ownership of escalated merchant issues and complaints from first contact to final resolution.
- Use product knowledge and technical logs to troubleshoot issues independently across multiple countries.
- Gather evidence from internal teams and contact merchants as needed to achieve fair, well-documented outcomes.
- Maintain accurate records of investigations and meet team SLAs and personal KPIs, including quality scores.
- Manage the escalation process to Product, Engineering, and other teams, ensuring clear handovers and timely follow-ups.
- Communicate explanations of issues and resolutions verbally and in writing to merchants and internal stakeholders.
- Escalate high-risk or complex cases to management when appropriate.
- Balance the expectations of internal teams with company policy and regulatory requirements.
- Categorize and analyze tickets, complaints, and agent feedback to identify recurring pain points and root causes.
- Act as a point of contact for products, creating a feedback loop into Product and Engineering.
- Produce analytical reports across countries and translate findings into product opportunities and new controls.
- Test new tools, features, and pilots, collecting reliable performance data and creating action plans.
- Document, build, and improve workflows and automations to reduce manual work.
Requirements
- Operational, customer-facing experience with a proven track record in Customer Support, Sales Support, Complaints, Logistics, or a similar frontline role.
- Strong ownership and follow-through, taking issues from identification to resolution and exceeding expectations for merchants.
- Clear, structured communication skills, capable of summarizing complex problems for merchants, engineers, and managers, both verbally and in writing.
- Analytical, evidence-based thinking, with the ability to identify patterns in data and reach supportable conclusions.
- Tech-savviness, including comfort with various platforms and ticketing systems, and the ability to interpret technical logs.
- Process mindset and attention to detail, with experience in documenting, following, and improving structured workflows and maintaining accurate records.
- Risk awareness, understanding the implications of work for merchants, Teya, and regulators.
- Collaborative and proactive attitude, enjoying cross-functional problem-solving and suggesting improvements proactively.
Skills
- Customer Support
- Sales Support
- Complaints Handling
- Logistics
- Technical Troubleshooting
- Data Analysis
- Process Improvement
- Workflow Automation
- Communication (Verbal and Written)
- Analytical Thinking
- Risk Management
Location
- Europe
Work Type
- Full-time
Experience Level
- Mid-level
About the Company
- Teya was founded on the belief that local businesses deserve better financial services.
- The company is building a financial platform for local businesses across Europe.
- Teya aims to provide simple tools, thoughtful design, and real human support.
- 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.
- The company is committed to creating an inclusive environment where everyone can thrive.
- Teya believes a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace.
- The company offers reasonable adjustments throughout the recruitment process to ensure a fair and accessible experience for all candidates.