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Teya is a Series C fintech building a financial platform for local businesses across Europe. The company provides simple tools, thoughtful design, and human support to help cafés, restaurants, salons, shops, and entrepreneurs manage their finances with confidence.
As Customer Complaints Manager, you will lead Teya's Escalations team, which handles formal merchant complaints and regulatory escalations, including cases referred to the Financial Ombudsman Service (FOS). This is not a casework role—you're building a proactive, insight-driven function that catches problems before they escalate and feeds learnings back into the business.
Key responsibilities include:
- Leading and developing a team of four, setting priorities and coaching casework quality
- Owning end-to-end handling of formal complaints and FOS-escalated cases, ensuring timely, fair, well-evidenced, and compliant responses
- Shifting from reactive complaint handling to proactive case management by spotting at-risk cases and intervening early
- Defining and upholding Teya's standard for critical merchant case handling
- Turning complaint data into actionable insights that prevent recurring issues across Product, Support, and Risk teams
- Reporting on complaints volumes, FOS outcomes, and emerging risks to senior leadership
You bring fintech, payments, or banking experience with exposure to complaints handling and FOS or equivalent regulatory processes. You have strong people leadership experience managing teams through casework quality and performance. You think commercially first—what's fair for the merchant—and treat regulatory process as the framework, not the starting point. You're a builder excited to transform a reactive queue into a proactive, insight-driven function. You have sharp analytical instincts to spot patterns and turn them into product or process recommendations. You're comfortable with difficult, high-stakes decisions on sensitive cases and defending them to senior stakeholders and regulators.
You're based in the UK and comfortable working 4 days per week in the London office. Teya offers flexible working hours, health and wellness support (GymPass, therapy, meditation), extended parental leave, Cycle-to-Work Scheme, health and life insurance, pension, and 25 days annual leave plus bank holidays.
