teya - Escalations Agent

• 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.