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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 help small businesses—cafés, restaurants, salons, shops, and entrepreneurs—manage their finances with confidence.
As a Customer Relations Specialist, you will combine proactive customer support with a growth-oriented approach. This is not a traditional support role; you will actively guide customers through their journey with Teya, ensuring successful onboarding, confident product adoption, and rapid problem resolution while identifying opportunities for expansion and retention.
Key Responsibilities:
- Proactively support customers in the first months post-sale, ensuring successful activation and product adoption
- Handle inbound customer inquiries via phone, email, and chat with efficiency and empathy
- Clarify questions, resolve issues, and manage complex situations professionally
- Identify at-risk customers based on low usage, inactivity, or repeated contacts and take preventive action
- Reach out to customers with growth potential and support adoption of relevant products and features (Business Account, Instant Settlement, MOTO, etc.)
- Reduce friction at key customer journey moments and improve overall experience
- Manage complaints effectively and escalate to other teams when necessary
- Maintain accurate and organized records in internal systems
- Identify patterns to contribute to continuous process and customer experience improvement
- Develop solid product and systems knowledge to support customers and internal teams
Requirements:
- Genuine passion for helping people and building trust-based relationships
- Proactive approach; you identify solutions before problems escalate
- Customer-centric mindset
- Excellent communication skills; fluent in Portuguese and English
- Confident, communicative, and adaptable to different customer profiles
- Empathetic with commercial sense and results orientation
- Organized, structured, and able to manage multiple priorities
- Energetic, self-motivated, and committed to continuous learning
- Positive attitude toward challenges and quick problem-solving
- Ability to identify improvement opportunities and contribute ideas
- Prior experience in customer support, retention, sales, or similar roles
