Customer Relations Agent

Teya is one of the fastest-growing Fintechs in Europe, empowering thousands of local businesses every day. We are a payments and software company helping small businesses grow. We believe local commerce is the heartbeat of our communities, and we’re here to give merchants the tools and support they deserve to compete with the big players.

As we continue our growth, we’re expanding our team and are looking for motivated, people-focused, and results-driven contenders to join our operation. If you enjoy connecting with people, thrive in a dynamic, fast-paced environment, and want to grow in a company that’s revolutionizing local payments, this is the place for you!

Our Culture:

These five values define how we work every day -

· Proud to Serve: We stand with small, local businesses.

· Build from the Future: We build what’s next, today.

· Simplicity: We value clarity, efficiency, and smart technology.

· Winning Mindset: We aim high and deliver excellence.

· One Dream. One Team. One Voice: Collaboration makes us stronger.

Your Mission:

Reporting to Head of Inside Sales & Digital Channels, as a Customer Relations Agent, you’ll be the first point of contact for Teya merchants in Italy. Your mission is to provide fast, accurate, and high-quality support—resolving their queries with empathy and professionalism while representing Teya’s tone of voice and values.

You’ll help ensure every interaction is smooth and positive, building loyalty and protecting revenue by minimizing churn.

Your Responsibilities:

• Handle incoming merchant queries (by phone, email, or chat) on topics like terminals, payouts, fees, app support, account changes, and more.

• Diagnose issues, follow product and support playbooks, and resolve or escalate using defined workflows.

• Create and manage Zuper jobs (collections, swaps, accessory deliveries) with complete and accurate data for the Supply Chain team.

• Run recovery or terminal return calls after merchant churn, following the CR Recovery Call guide.

• Deliver consistently high productivity, CSAT, and quality scores—always communicating with empathy and clarity.

• Correctly classify tickets in Sprinklr or Zendesk, feeding valuable data into dashboards and reporting tools.

Your Profile:

• Fluency in Italian with a good command of English.

• Excellent communicator with an active listening style and a customer-first mindset.

• Min 2 years prior experience in customer support, call center, or operations (in payments, banking, or SaaS is a plus).

• Confident navigating multiple systems: Zendesk/Sprinklr, Zuper, CRM/CDP, and basic Excel.

• Detail-oriented, organized, and able to maintain quality in a fast-paced environment.

• Willingness to work shifts aligned with merchant demand (including occasional evenings or weekends).

What’s in it for you:

• Competitive gross salary.

• Tertiary sector CCNL framework.

• Corporate Welfare (€142 net per month) and €8 net per day in meal vouchers.

• Mileage reimbursement for travel.

• Health insurance coverage.

• 26 days of annual leave (plus local bank holidays).

• Flexible work model ensuring a true work-life balance

• Join a relentless, empathetic, and vision-driven team with an embedded culture and a strong sense of purpose; where every person is a protagonist and has real ownership of their activities.

• Work with some of the industries very best who are changing the face of Fintech in Italy!

Ready to be the face of the Fintech revolution in Italy? If you have the grit to sell and the heart to serve, we want to build the future with you. Let’s make an impact together!

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.