SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Teya is a Series C fintech platform serving local businesses across Europe with financial tools, support, and thoughtful design. As Customer Operations Manager, you will lead the escalations and customer relations teams, overseeing technical support, complaints handling, and operational quality. This is a leadership-of-leaders role where your direct reports are themselves managers, giving you significant organizational leverage.
Your core responsibilities include: leading and developing the managers overseeing complaints and escalations teams; defining, tracking, and reporting KPIs and quality metrics (service levels, resolution times, complaint volumes, quality scores) to drive operational decisions; identifying process gaps and designing end-to-end improvements to raise service standards; acting as the key bridge between customer operations and Product, translating operational themes and root causes into product roadmap input; and getting hands-on with operational tools and systems to improve efficiency and quality through data and technology.
You will be genuinely comfortable in data—reading dashboards, understanding what lies beneath the numbers, and turning insights into clear operational or product asks. You're equally at home in spreadsheets, BI tools, and 1:1 conversations with your leadership team.
Ideal candidates have proven experience leading customer operations, complaints, or service quality functions in fintech, payments, or other regulated, high-growth environments. You've managed managers before and know how to build leadership capability. You have strong analytical skills, are tech-comfortable with new tools and systems, and have a track record of driving process improvement from diagnosis through implementation and measurement. You bring strong cross-functional instincts, building genuine partnerships with Product and other teams rather than handing off issues. You communicate clearly and operate as a trusted right hand to senior leadership.
Teya offers flexible working hours, GymPass access to 1,500+ UK gyms, 1-1 therapy and meditation, extended parental leave, cycle-to-work scheme, health and life insurance, pension, 25 days annual leave plus bank holidays, daily office snacks, and a friendly, informal Central London office environment.
