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- Tasks: Lead customer relations operations, standardising processes and driving efficiency across Europe.
- Company: Join Teya, a London-based fintech empowering small businesses with innovative payment solutions.
- Benefits: Enjoy health support, flexible leave, a cycle-to-work scheme, and 25 days annual leave.
- Why this job: Make a real impact in a vibrant culture dedicated to supporting local businesses.
- Qualifications: Experience in customer service operations and a data-driven mindset are essential.
- Other info: Teya values diversity and is committed to creating an inclusive workplace for all.
The predicted salary is between 43200 - 72000 £ per year.
Hello! We\’re Teya.
Teya is a payment and software service provider, headquartered in London serving small, local businesses across Europe. Founded in 2019, we build easy to use, integrated tools that enable our members to accept payments and boost business performance.
At Teya we believe small, local businesses are the lifeblood of our communities.
We’re here because we don’t believe there’s a level playing field that gives small businesses with a fighting chance against the giants of the high street.
We’re here because we see banks and legacy service providers making things harder for them. We don’t think the best technology or the best service should be reserved for those with the biggest headquarters.
We’re here to fight for a future where small, local businesses can thrive, and to commit the same dedication they offer all of us.
Become a part of our story.
We’re looking for exceptional talent to join our mission. We offer a chance to create impact in a high-energy and connected culture, while benefiting from continuous learning opportunities, a supportive community which is proud to serve our mission, and comprehensive benefits.
Your Mission
We’re looking for a data-driven and tech-savvy Customer Relations Operations Lead to join our Shared Operations team. In this role, you’ll drive the standardisation and improvement of CR processes, systems, playbooks, and performance targets across our European operations. You’ll work closely with country CR leaders and manage third-party teams with an eye toward scalability, efficiency, and automation.
This is a unique opportunity to shape how we deliver high-quality customer support at scale, ensuring consistency while enabling local success.
A list of the specific duties, tasks and responsibilities in this role.
Standardise systems and processes: Define and deploy scalable CR processes, systems, KPIs, and playbooks across all markets.
Build a CR Academy: Design and implement a structured training platform to reduce time to onboard and mature CR agents, supporting consistent performance and rapid growth.
Drive automation and efficiency: Identify and implement opportunities for automation, digital tools, and process improvements that boost productivity and service quality.
Manage third-party teams: Oversee the performance, alignment, and scalability of outsourced CR operations in line with our standards and tone of voice.
Partner with country leaders: Work collaboratively with local CR teams to share best practices, harmonise service delivery, and reinforce governance.
Monitor and act on performance: Use data and analytics to track service performance, identify trends, and implement improvements.
Enable scale: Build CR operations that are ready to support fast-paced expansion into new markets through repeatable and reliable frameworks.
Lead with influence: Be a cross-market enabler, aligning teams around a common vision of operational excellence and customer-centric service.
Your Story
A list of qualifications, skills and knowledge required to perform this role.
Experience in customer service operations, ideally across multiple geographies
Proven track record designing and implementing scalable processes and training programs
Experience managing outsourced or third-party customer support providers
Analytical mindset, fluent in data and comfortable working with KPIs
Tech-savvy, with enthusiasm for automation and system integration
Strong stakeholder management and communication skills
Hands-on, improvement-oriented, and focused on delivering measurable results
Availability to travel
Nice to Have
Background in fintech, SaaS, or other tech-driven businesses
Familiarity with support platforms like Zendesk
Experience building or running a customer service training academy
Comfortable in fast-paced, high-growth environments
The Perks
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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
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Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support
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Cycle-to-Work Scheme
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Health and Life Insurance
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Pension Scheme
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25 days of Annual Leave (+ Bank Holidays)
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Office snacks every day
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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.
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Customer Relations Operations Lead employer: Teya
Contact Detail:
Teya Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Operations Lead
✨Tip Number 1
Familiarise yourself with Teya's mission and values. Understanding their commitment to supporting small businesses will help you align your responses during interviews, showcasing how your experience can contribute to their goals.
✨Tip Number 2
Highlight your experience in managing customer service operations across different regions. Be prepared to discuss specific examples of how you've standardised processes or improved performance metrics in previous roles.
✨Tip Number 3
Demonstrate your analytical skills by preparing to discuss how you've used data to drive decisions in past positions. Think of instances where your insights led to measurable improvements in customer service.
✨Tip Number 4
Showcase your tech-savviness by mentioning any relevant tools or platforms you've worked with, especially those related to automation and customer support. This will illustrate your ability to adapt and innovate in a fast-paced environment.
We think you need these skills to ace Customer Relations Operations Lead
Some tips for your application 🫡
Understand the Company: Before applying, take some time to understand Teya's mission and values. Familiarise yourself with their services and how they support small businesses. This will help you tailor your application to align with their goals.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer service operations, especially if it spans multiple geographies. Mention any specific achievements related to designing scalable processes or managing third-party teams.
Showcase Analytical Skills: Since the role requires an analytical mindset, include examples of how you've used data to drive improvements in customer service. Be specific about the KPIs you’ve worked with and the results you achieved.
Tailor Your Application: Make sure your application is tailored to the Customer Relations Operations Lead position. Use keywords from the job description, such as 'automation', 'efficiency', and 'stakeholder management', to demonstrate that you meet their requirements.
How to prepare for a job interview at Teya
✨Understand Teya's Mission
Before your interview, make sure you fully grasp Teya's mission to support small, local businesses. Be prepared to discuss how your experience aligns with their goals and how you can contribute to their vision of creating a level playing field.
✨Showcase Your Analytical Skills
As a Customer Relations Operations Lead, you'll need to demonstrate your analytical mindset. Prepare examples of how you've used data to drive improvements in customer service operations, and be ready to discuss specific KPIs you've worked with.
✨Highlight Your Experience with Automation
Teya is looking for someone tech-savvy who can identify opportunities for automation. Be ready to share instances where you've successfully implemented digital tools or automated processes that enhanced efficiency and service quality.
✨Prepare for Stakeholder Management Questions
Given the collaborative nature of the role, expect questions about your experience in managing stakeholders. Think of examples where you've aligned teams around a common goal, especially in a multi-geography context, and how you navigated any challenges.
