Customer Operations Manager

The role

You will lead teams managing customer escalations, technical support, complaints, and operational quality. You will shape performance measurement, improve operational processes, and act as a bridge between operations and Product.

What you will do

• Lead and develop managers overseeing complaints and escalations.
• Define, track, and report KPIs and quality metrics.
• Identify and implement fixes for operational process shortcomings.
• Translate operational themes into input for the product roadmap.
• Use data and technology to improve efficiency and quality.

Required qualifications

• Proven experience leading customer operations, complaints, or service quality functions.
• Experience managing managers.
• Strong data and analytical skills.
• Tech-comfortable.
• Track record of driving process improvement end-to-end.
• Strong cross-functional instincts.
• Excellent judgement and communication skills.

Nice to have

• Experience in fintech, payments, or another regulated, high-growth environment.

Benefits

• Flexible working hours
• GymPass access to over 1,500 gyms in the UK
• 1-1 therapy
• Meditation sessions
• Digital fitness and nutrition apps
• Extended and improved maternity and paternity leave choices
• 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

About the company

Teya is building a financial platform for local businesses across Europe. The company provides simple tools, thoughtful design, and real human support to help businesses run with confidence.