Escalations Agent

The role

As an Operations Specialist, you will own complex merchant problems, internal escalations, and formal complaints. You will investigate issues end to end and work between frontline teams and Product, Engineering, and Compliance to improve systems and automations.

What you will do

• Take ownership of escalated merchant issues and complaints from first contact to final resolution
• Use product knowledge and technical logs to troubleshoot issues independently across more than one country
• Gather evidence from internal teams and contact merchants to reach outcomes
• Keep accurate records and meet team SLAs and personal KPIs
• Run the escalation process to Product, Engineering and other teams
• Explain issues and resolutions to merchants and internal stakeholders
• Categorise and analyse tickets, complaints and agent feedback to find root causes
• Act as point of contact for products to create a feedback loop into Product and Engineering
• Produce analytical reports and translate findings into product opportunities
• Test new tools, features and pilots and turn data into action plans

Required qualifications

• Operational, customer-facing experience in Customer Support, Sales Support, Complaints, Logistics or a similar frontline role
• Strong ownership and follow-through
• Clear, structured communication verbally and in writing
• Analytical, evidence-based thinking
• Tech-savviness with different platforms, ticketing systems, and technical logs
• Process mindset and attention to detail
• Risk awareness
• Collaborative and proactive attitude

Nice to have

• Experience handling complaints in an FCA-regulated environment
• Knowledge of the DISP section of the FCA Handbook, Consumer Duty, PSD2, and what the Financial Ombudsman Service does
• Experience with data analysis or visualisation tools, such as Looker, Tableau, SQL or Sheets automation
• Experience or interest in building automations and workflows, such as Workato or Jira automations
• Ability to translate operational issues into product opportunities or insights
• Experience supporting more than one market or country
• Curiosity about Product Operations

Benefits

• Experience across escalations, Tier 2 support and regulated complaints
• Visibility working closely with Product, Engineering and Compliance leaders
• Part of a newly formed team
• Impact at scale
• Clear path towards Product Ops, Program Management or senior complaints roles

About the company

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