---
title: 'Escalations Agent at Teya'
canonical: 'https://feeny.ai/job/escalations-agent-teya-london-hby8yegwsf3r'
type: 'job'
last_seen: '2026-11-08'
---

# Escalations Agent at Teya

- **Company:** [Teya](https://feeny.ai/companies/teya)
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Posted:** 2026-10-05
- **Last confirmed live:** 2026-11-08
- **Apply:** https://jobs.ashbyhq.com/teya/90910847-bf12-4574-a3b0-2ad842b0fc5c

## 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

As an Operations Specialist, you will own the issues that frontline teams can't resolve on their own: complex merchant problems, internal escalations and formal complaints. You'll investigate them end to end, fix what you can, and route the rest to the right team with a clear, evidence-based case. You will sit between frontline teams and Product, Engineering and Compliance. Beyond resolving individual cases, you'll spot recurring patterns, turn them into product and process improvements, and help build the systems and automations that stop the same issues coming back. The role is designed to flex across three areas depending on business need: internal operations escalations, Tier 2 merchant support, and complaints handling.

## What you'll be doing

Investigate and resolve complex cases

- 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 where needed to reach fair, well-documented outcomes.
- Keep accurate records of every investigation and meet team SLAs and personal KPIs, including quality scores.

Manage escalations and stakeholders

- Run the escalation process to Product, Engineering and other teams, making sure issues are handed over clearly and followed up on time.
- Explain what went wrong and how it will be put right, in writing and verbally, to merchants and internal stakeholders.
- Escalate high-risk or complex cases to your manager when appropriate.
- Balance the expectations of internal teams with company policy and regulatory requirements.

Turn issues into improvements

- Categorise and analyse tickets, complaints and agent feedback to find recurring pain points and root causes.
- Act as point of contact for one or more products, creating a feedback loop into Product and Engineering.
- Produce analytical reports across countries and translate findings into product opportunities and new controls.
- Test new tools, features and pilots, collect reliable data on how they perform, and turn it into action plans.
- Document, build and improve workflows and automations that reduce manual work.

Must-haves

- Operational, customer-facing experience: a proven track record in Customer Support, Sales Support, Complaints, Logistics or a similar frontline role.
- Strong ownership and follow-through: you take issues from identification to resolution and go above and beyond for merchants.
- Clear, structured communication: you can summarise complex problems for merchants, engineers and managers alike, verbally and in writing.
- Analytical, evidence-based thinking: you spot patterns in tickets, complaints or feedback and reach conclusions you can back up.
- Tech-savviness: comfortable across different platforms and ticketing systems, and able to read technical logs.
- Process mindset and attention to detail: you document, follow and improve structured workflows, and keep accurate records.
- Risk awareness: you understand the risks in your work and what they mean for merchants, Teya and our regulators.
- Collaborative and proactive attitude: you enjoy solving problems across Engineering, Product, Sales, Support and Compliance, and suggest improvements without being asked.

Nice-to-haves

- 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. Training will be provided if you're new to this.
- 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, with the potential to grow into a senior Product Ops or Program Management role.

## Why join

- Breadth: experience across escalations, Tier 2 support and regulated complaints in one role, building a rare, well-rounded operations profile.
- Visibility: a cross-functional role working closely with Product, Engineering and Compliance leaders.
- Foundations: be part of a newly formed team shaping how Teya handles, analyses and improves on merchant and agent issues.
- Impact at scale: find root causes that affect thousands of merchants and agents, and see your insights shape the product.
- Growth: a clear path from frontline operations towards Product Ops, Program Management or senior complaints roles.

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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