Operations Escalations Specialist

Teya; Greater London; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

Teya is building a financial platform for local businesses across Europe. We are seeking an Operations Specialist to own and resolve complex merchant issues, escalate to Product and Engineering, and drive improvements that prevent repeats.

You’ll work between frontline teams, Product, and Compliance to ensure fair, well-documented outcomes and scalable processes. You will analyze tickets, coordinate with internal teams, and help shape tools and workflows that reduce manual work while keeping

Qualifications

• Must have operational, customer-facing experience in frontline roles.
• Must demonstrate ownership from issue identification to resolution.
• Clear, structured communication for merchants, engineers and managers.
• Analytical, evidence-based thinking to spot patterns and justify conclusions.
• Tech-savvy with ability to read logs and use multiple ticketing systems.
• Ability to design and improve structured workflows and automation.
• Strong risk awareness for regulators and merchants.
• Collaborative attitude to work with Product, Engineering, Sales, Support and Compliance.

Responsibilities

• Investigate and resolve escalated merchant issues and complaints from first contact to final resolution.
• Troubleshoot issues using product knowledge and logs across multiple countries.
• Gather evidence from internal teams and merchants to reach fair outcomes.
• Maintain accurate records and meet SLAs and personal KPIs.
• Run escalations to Product, Engineering and other teams with clear handover and follow-up.
• Explain outcomes to merchants and internal stakeholders in writing and verbally.
• Identify recurring patterns and translate them into product and process improvements.
• Document, build and improve workflows and automations to reduce manual work.

Skills

Customer-facing

Ownership

Clear communication

Analytical thinking

Tech-savvy

Process mindset

Risk awareness

Collaboration

Job description

Teya is building a financial platform for local businesses across Europe. We are seeking an Operations Specialist to own and resolve complex merchant issues, escalate to Product and Engineering, and drive improvements that prevent repeats.

You’ll work between frontline teams, Product, and Compliance to ensure fair, well-documented outcomes and scalable processes. You will analyze tickets, coordinate with internal teams, and help shape tools and workflows that reduce manual work while keeping