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Teya is a Series C fintech building a financial platform for local businesses across Europe. This Operations Specialist role sits at the intersection of customer support, product, and compliance—owning escalated merchant issues, internal complaints, and formal regulatory matters that frontline teams cannot resolve independently.
You will investigate complex cases end-to-end, using product knowledge and technical logs to troubleshoot issues across multiple countries. You'll gather evidence from internal teams and merchants, document findings thoroughly, and reach fair, well-documented outcomes while meeting SLAs and quality KPIs. Beyond individual case resolution, you'll identify recurring patterns and translate them into product improvements, process enhancements, and workflow automations that prevent issues from recurring.
The role flexes across three core areas: internal operations escalations, Tier 2 merchant support, and complaints handling. You'll manage stakeholder expectations across Product, Engineering, Compliance, and Sales teams, explaining outcomes clearly in writing and verbally. You'll categorize and analyze tickets to spot root causes, act as a product feedback conduit, produce analytical reports across countries, test new features and pilots, and build or improve workflows and automations.
This is a newly formed team role with visibility into senior leadership and a clear growth path toward Product Operations, Program Management, or senior complaints roles. You'll work on issues affecting thousands of merchants and agents, with the opportunity to shape how Teya handles, analyzes, and improves on operational and customer problems at scale.
REQUIREMENTS:
Must-haves:
- Proven operational, customer-facing experience in Customer Support, Sales Support, Complaints, Logistics, or similar frontline role
- Strong ownership and follow-through; ability to take issues from identification to resolution
- Clear, structured communication skills (verbal and written) for merchants, engineers, and managers
- Analytical, evidence-based thinking; ability to spot patterns and back up conclusions
- Tech-savviness: comfortable with multiple platforms, ticketing systems, and reading technical logs
- Process mindset and attention to detail; ability to document, follow, and improve workflows
- Risk awareness; understanding of implications for merchants, company, and regulators
- Collaborative and proactive attitude; comfort working across Engineering, Product, Sales, Support, and Compliance
Nice-to-haves:
- Experience handling complaints in an FCA-regulated environment
- Knowledge of DISP section of FCA Handbook, Consumer Duty, PSD2, and Financial Ombudsman Service (training provided if new)
- Experience with data analysis or visualization tools (Looker, Tableau, SQL, Sheets automation)
- Experience building automations and workflows (Workato, Jira automations)
- Ability to translate operational issues into product opportunities
- Experience supporting multiple markets or countries
- Curiosity about Product Operations with potential to grow into senior Product Ops or Program Management
