---
title: 'Customer Complaints Manager at Teya'
canonical: 'https://feeny.ai/job/customer-complaints-manager-teya-london-9tssj3e63ayj'
type: 'job'
last_seen: '2026-11-08'
---

# Customer Complaints Manager at Teya

- **Company:** [Teya](https://feeny.ai/companies/teya)
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Posted:** 2026-08-18
- **Last confirmed live:** 2026-11-08
- **Apply:** https://jobs.ashbyhq.com/teya/a4a63983-45bb-4139-a0f7-43f0924df0d9

## Job description

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

Teya's Escalations team is the last line of defense for our merchants when things go wrong - and the first line of insight for what needs to change. As Customer Complaints Manager, you'll lead a team that handles formal merchant complaints and regulatory escalations, including cases referred to the Financial Ombudsman Service (FOS). But we're not hiring a caseworker - we're hiring someone to build what comes next: a team that catches problems before they become complaints, sets a genuinely high bar for how Teya treats its most at-risk merchants, and feeds what it learns straight back into the business. You'll know the job is working when fewer cases need to escalate in the first place, and when Product, Support, and Risk are acting on what your team surfaces. The person we're looking for treats FOS knowledge as a skill to build, not a gate to clear. What matters more is instinct: do you look at a complaint and ask "what's fair for this merchant?" before you ask "what does the regulator require?" That ordering is the difference between a complaints function that ticks boxes and one that actually earns trust back. On a regular day as Customer Complaints Manager, you will:

- Team Leadership: Lead and develop a team of four, setting clear priorities, coaching casework quality, and building a high-performing complaints and escalations function.
- Formal Complaints & FOS Management: Own the end-to-end handling of formal merchant complaints and FOS-escalated cases, ensuring every response is timely, fair, well-evidenced, and compliant.
- Proactive Critical Case Management: Build and lead the shift from reactive complaint handling to proactive case management - spotting cases at risk of escalating (repeated merchant contact, long resolution times, recurring themes) and intervening before they become formal complaints.
- Quality Bar Ownership: Define and uphold Teya's standard for how critical merchant cases are handled, and hold the team to it consistently.
- Root Cause & Feedback Loop: Turn complaints and critical case data into clear insight for the company - so the same issues stop recurring, not just get resolved faster.
- Reporting & Governance: Report on complaints volumes, FOS outcomes, and emerging risks to senior leadership, and keep the team audit and regulatory-review ready at all times.

## Your Story

- A fintech, payments, or banking background, with exposure to complaints handling and FOS or equivalent regulatory processes - depth here is a bonus, not a bar.
- Commercial instinct first: you naturally think about what's right for the merchant, and treat regulatory process as the framework you work within, not the starting point.
- People leadership experience, ideally managing a team through casework quality, coaching, and performance - not just your own caseload.
- A builder's mindset: excited to take a reactive queue and turn it into a proactive, insight-driven function, not just to run what already exists.
- Sharp analytical instincts - able to spot patterns across cases and turn them into recommendations that change the product or process, not just close the ticket.
- Strong judgement under pressure: comfortable owning difficult, high-stakes decisions on sensitive merchant cases and defending them to senior stakeholders and regulators alike.
- Based in the UK and comfortable doing 4 days a week in the London office.

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.

## About Teya

## Company Overview
- **One-liner**: Teya provides integrated payment processing, business accounts, and funding solutions to help small, local businesses across Europe manage, grow, and thrive.
- **Entity Type**: Private (Series Unknown; $1.1B in total funding)
- **Headquarters**: London, United Kingdom
- **Founded**: 2019
- **Founders**: Not publicly available (formerly known as SaltPay)

## Core Business
- **Primary industry/industries**: Financial Services, Fintech, Payment Processing
- **Target customers**: Small and local businesses (B2B, SMB)
- **Mission or purpose statement**: "Proud to serve small, local businesses" — Teya exists to make business smoother, simpler, and more rewarding for the people who keep communities alive.

## Products & Services
- **Card Machines & Terminals**: In-person payment terminals with industry-leading transaction speeds, lifetime warranty (covering theft and water damage), and integration with 50+ EPOS systems.
- **Teya Tap**: A software point-of-sale solution that turns a smartphone into a card machine, enabling contactless payments via Apple Pay, Google Pay, and major cards.
- **Teya Business Account**: A free e-money business account with no account fees, domestic transfers, direct debit setup, a debit card with 0.5% cashback on all spending, and instant settlement options.
- **Pay by Link**: A remote payment solution allowing businesses to send payment links to customers.
- **Cash Advance**: Flexible, transparent funding for businesses, repaid directly from card machine sales.
- **Teya App & Web Portal**: Real-time sales tracking, expense management, and transaction monitoring tools.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Total Funding of **$1.1B** across 4 rounds; Annual Revenue estimated at **$100M** [linkedin.com](https://uk.linkedin.com/company/teya-global)
- **Notable Investors/Partners**: Not publicly detailed, but the company has raised $1.1B in total funding [cbinsights.com](https://www.cbinsights.com/company/teya)
- **Growth Signals**: Over **75,000 active members**; processed over **609 million transactions** in 2025; provided over **£68 million in cash advances**; operates in **27 countries** across Europe; employs **~1,000 people** total with **400+ in Product & Tech** [teya.com](https://www.teya.com/) [builtin.com](https://builtin.com/company/teya)

## Competitive Advantages
- **All-in-one platform**: Combines card machines, a business account, cash advances, and expense management in a single, integrated solution — reducing the need for multiple vendors.
- **Fair and transparent pricing**: No hidden fees, simple rates, and a free business account with 0.5% unlimited cashback.
- **Lifetime warranty on hardware**: Covers theft and water damage, a strong differentiator in the physical terminal market.
- **Speed and reliability**: Industry-leading transaction speeds and instant settlement options.
- **Deep focus on small, local businesses**: A clear, mission-driven niche that differentiates them from generalist fintechs and large banks.

## Strategic Focus
- **European expansion**: Already operating in 27 countries, Teya is focused on deepening its presence across Europe.
- **Product ecosystem growth**: Moving beyond payments into a full suite of business management tools (business accounts, cash advances, expense tracking, EPOS integrations).
- **Customer-centric innovation**: Building features like instant settlements, tipping, split payments, and integrated calculators directly requested by small business owners.
- **Talent acquisition**: Actively hiring across Sales, Engineering, Product, Data, and Operations to scale the platform and customer base.

## Why Work Here
- **Mission-driven culture**: Teya is deeply focused on supporting small, local businesses, which gives employees a strong sense of purpose.
- **Hybrid work model**: Encourages at least three days a week in the office to foster collaboration, with flexibility to work from home [builtin.com](https://builtin.com/company/teya).
- **Global, diverse team**: 1,000 total employees across 15+ offices in 27 countries, including London, Lisbon, Bratislava, Budapest, Prague, Reykjavik, Porto, and Braga [builtin.com](https://builtin.com/company/teya).
- **Strong engineering culture**: 400+ Product & Tech employees; technology stack includes modern tools; hosts Lunch and Learns and supports employee-driven initiatives [builtin.com](https://builtin.com/company/teya).
- **Perks and benefits**: Pension plan, paid holidays, free snacks and drinks, quarterly engagement surveys, promotion from within, and resources for team camaraderie [builtin.com](https://builtin.com/company/teya).
- **Work environment**: Hybrid model (3 days in-office per week); offices in London, Bratislava, Lisbon, Budapest, Prague, Reykjavik, Porto, Braga, and more [builtin.com](https://builtin.com/company/teya).

## Sources
1. [teya.com](https://www.teya.com/)
2. [teya.com/careers](https://www.teya.com/careers)
3. [builtin.com](https://builtin.com/company/teya)
4. [linkedin.com](https://uk.linkedin.com/company/teya-global)
5. [cbinsights.com](https://www.cbinsights.com/company/teya)

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