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Teya is an international fintech group that owns Storyous, a modern POS system for restaurants, bars, and cafes. The company combines Storyous POS with Teya payment terminals to offer a complete solution covering operations overview, revenue tracking, inventory management, and modern payment technology.
As a Customer Relations Agent, you will be the first line of support for Storyous merchants (cafes, bistros, restaurants, etc.). Your responsibilities will include:
- Providing support to merchants via phone, chat, and email, handling both simple inquiries and complex situations with a human, patient approach
- Managing ticket system requests and responding to internal Slack queries
- Resolving issues on first contact when possible, and escalating to the appropriate team with complete context when needed
- Monitoring key metrics including customer satisfaction, call answer speed, first response time on chat and email
- Becoming a product expert on Storyous and Teya solutions to advise merchants on both "how" and "why"
- Collaborating with Logistics, Finance, Product, and Sales teams to ensure smooth operations for customers
- Maintaining detailed administrative records, clear notes, and ticket handoffs so colleagues have full visibility into customer situations
- Acting as the voice of merchants internally and bringing their feedback to relevant teams
The Customer Relations team is the primary contact point for merchants, providing support across phone, email, and chat. The team covers peak hours and weekends to support merchant operations. The office is located in Prague Karlín (Rohanské nábřeží). Shifts are planned monthly in advance, with premiums for weekend and on-call shifts.
Benefits include 26 days of vacation plus sick days, a 2,000 CZK monthly Benefit Plus Cafeteria credit (sports, culture, food), subsidized Multisport card, office fruit/snacks/beverages/coffee, MacBook, occasional remote work, company events, and a clear career path within Customer Relations (from junior to senior expert roles and Operations positions). The role offers the stability of an established fintech company combined with Storyous's startup culture.
REQUIREMENTS:
- Excellent communication skills; ability to explain complex topics simply and calmly
- Genuine desire to help people and willingness to take ownership of problem resolution from start to finish
- Strong organizational skills, ability to prioritize, and capacity to handle high volumes of requests
- Enthusiasm for learning new things and diving into product details
- Appreciation for an environment with open feedback and continuous process improvement
Preferred (not required):
- Experience in customer support, gastronomy, retail, or other people-focused environments
- Comfort with technology and various systems
- English proficiency for internal communication (documentation, tools, some colleagues)
