At a Glance
- Tasks: Lead customer operations, improve processes, and enhance service quality for local businesses.
- Company: Join Teya, a fintech revolutionising support for local businesses across Europe.
- Benefits: Flexible hours, health support, generous leave, and a vibrant office culture.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Make a real impact by helping local businesses thrive with innovative financial solutions.
- Qualifications: Experience in customer operations and strong data analysis skills required.
The predicted salary is between 56700 - 69300 £ per year.
Hello. We’re Teya. Teya was founded on a simple belief: local businesses deserve better. They are the cafés, restaurants, salons, shops and entrepreneurs that bring character to our high streets, create jobs and keep communities moving. Yet for too long, financial services has made life harder for them - with clunky tools, poor support and complexity that gets in the way of running a business. Teya exists to change that. We’re building a financial platform for local businesses across Europe - one built around simple tools, thoughtful design and real human support. Our Members rely on us to help them run their business with confidence, and that responsibility shapes the way we work. We move fast. We care about quality. We stay close to the detail. And we believe great performance and genuine hospitality should go hand in hand.
If you want to build meaningful products, solve real problems and make a genuine difference for local businesses, we’d love to hear from you.
Your Mission
As Customer Operations Manager, you will lead the teams that keep Teya's customer operations running well: you will be leading the escalations teams in general from Customer Relations - such as technical support, complaints and operational quality. You’ll be the go-to person on quality and process improvement across customer support - not just overseeing what your teams deliver day-to-day, but shaping how we measure performance, where we invest to fix root causes, improve processes in operations to achieve excellence in our service levels for our customers and how operations and Product work together to stop problems recurring. Every one of your direct reports is themselves a manager, so this is a senior, multiplier role: your leverage comes from making your leaders better.
We're looking for someone who's genuinely comfortable in the data - who can look at a dashboard, know what's actually going on beneath it, and turn that into a clear operational or product ask. If you're as comfortable in a spreadsheet or a BI tool as you are in a 1:1, this role is built for you.
On a regular day as Customer Operations Manager, you will:
- Leadership of Leaders: Lead and develop the managers overseeing complaints and escalations, setting clear priorities and standards and helping them grow as leaders in their own right.
- Performance & Metrics Ownership: Define, track, and report the KPIs and quality metrics that matter across customer operations - service levels, resolution times, complaint volumes, quality scores - and use them to drive decisions, not just describe them.
- Process & Quality Improvement: Identify where operational processes are falling short, and design and implement the fixes - from workflow changes to new tooling - that raise the bar across the function.
- Cross-Functional Bridge to Product: Act as the key link between customer operations and Product, translating operational themes and root causes into clear input for the product roadmap, and making sure operational reality shapes what gets built.
- Operational Rigour with Tech Fluency: Get hands-on with the tools and systems customer operations relies on, and push for smarter use of data and technology to improve efficiency and quality.
Your Story
- Proven experience leading customer operations, complaints, or service quality functions, ideally in fintech, payments, or another regulated, high-growth environment.
- Experience managing managers, not just individual contributors - you know how to build leadership capability, not just execute through a team.
- Strong data and analytical skills - genuinely comfortable working with metrics, dashboards, and reporting tools to diagnose problems and track impact.
- Tech-comfortable - confident picking up new tools and systems, and pushing for the right technology to solve operational problems.
- A track record of driving process improvement end-to-end, from spotting the issue to designing, implementing, and measuring the fix.
- Strong cross-functional instincts - able to build genuine partnership with Product and other teams, not just hand off operational issues.
- Excellent judgement and communication skills, comfortable operating as a trusted right hand to a senior leader and representing the function credibly across the business.
The Perks
- We trust you, so we offer flexible working hours, as long it suits both you and your team.
- Physical and mental health support through our partnership with GymPass giving free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness and nutrition apps.
- Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support.
- Cycle-to-Work Scheme.
- Health and Life Insurance.
- Pension Scheme.
- 25 days of Annual Leave (+ Bank Holidays).
- Office snacks every day.
- Friendly, comfortable and informal office environment in Central London.
Teya is proud to be an equal opportunity employer. We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background can thrive and do their best work. We believe that a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace for all. If you require any reasonable adjustments at any stage of the recruitment process whether for interviews, assessments, or other parts of the application—we encourage you to let us know. We are committed to ensuring that every candidate has a fair and accessible experience with us.
Location: London
Employment Type: Full time
Department: Product
Customer Operations Manager in London employer: Teya Solutions
At Teya, we believe in empowering local businesses with a financial platform that prioritises simplicity and genuine support. As a Customer Operations Manager, you'll thrive in our dynamic and inclusive culture, where flexible working hours, comprehensive health benefits, and opportunities for professional growth are just the beginning. Join us in our Central London office, where your leadership will directly impact the quality of service we provide to our Members, making a meaningful difference in their lives and communities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Teya Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Teya Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Teya Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Teya Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Teya Solutions!
How to prepare for a job interview at Teya Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
