Customer Relations Operations Lead

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.

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.

We are listing 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

• 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

• 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.