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Teya is a Series C fintech company building a financial platform for local businesses across Europe. The company focuses on providing simple tools, thoughtful design, and genuine human support to cafés, restaurants, salons, shops, and entrepreneurs.
As a Customer Relations Team Leader, you will manage a pod of up to 10 Customer Relations Agents within the wider Customer Relations team, reporting to the Head of Customer Relations. You are accountable for the quality, consistency, and warmth of service your team delivers to small business owners.
Key responsibilities include:
- Leading, coaching, and developing a team of up to 10 agents through regular 1-to-1s, call and chat listening, and real-time feedback
- Setting and modeling the standard for "heartwarming hospitality" in every customer interaction
- Managing day-to-day performance against quality, productivity, and customer satisfaction targets
- Acting as the escalation point for complex or sensitive customer cases
- Running onboarding, training, and ongoing skill development programs
- Monitoring rota, attendance, and workload to maintain consistent coverage
- Identifying recurring customer friction points and feeding insights back to leadership and the wider business
- Working cross-functionally with Product, Supply Chain, Customer Due Diligence, and Sales to address root causes of avoidable customer contact
- Reporting on team KPIs and contributing to Customer Relations planning
The role emphasizes treating every customer interaction as welcoming a guest, not processing a ticket. You will coach your team to bring genuine warmth and care into every call, email, and chat while maintaining high standards for problem resolution. You must remain calm and constructive under pressure, especially when supporting your team through difficult or emotional cases.
Benefits include GymPass (free access to 1,500+ UK gyms, 1-to-1 therapy, meditation, digital fitness and nutrition apps), extended maternity and paternity leave, Cycle-to-Work Scheme, health and life insurance, pension scheme, 25 days annual leave plus bank holidays, daily office snacks, and a friendly, informal office environment in Central London.
Requirements:
- Proven experience managing a team in a contact centre or customer service environment, with clear ownership of team performance and quality
- Track record of coaching agents to improve both performance metrics and quality of customer interactions
- Naturally warm, empathetic leadership style; ability to model the standard you expect from your team
- Calm and constructive under pressure, especially when supporting team members through difficult or emotional cases
- Strong commercial awareness and sound judgment on when to escalate or make decisions independently
- Comfortable working with performance data and using it to drive coaching, not just reporting
- Excellent communication skills with both team members and cross-functional partners
- Fluent English, spoken and written
