Escalations Agent

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.

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.

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.

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.

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.