• Customer Satisfaction through the delivery of world class Support Services. • Optimizing productivity while assigned to customer tickets or projects. • Ability to prioritize work through ticket and project status. • Problem-solving and resolution of network issues and escalating where appropriate. • Ticket Quality Control and Ticket Management. • Customer Service including phone, video, and email communication. • On-site to local clients maybe required – up to 15%. • Occasional on-call responsibility/rotation. • Participation in process improvement initiatives. • Documentation skills for customer environments.

Hello! We're Teya. Teya is a payment and software service provider, headquartered in London serving small, local businesses across Europe. Founded in 2019, we build easy to use, integrated tools that enable our members to accept payments and boost business performance. At Teya we believe small, local businesses are the lifeblood of our communities. We’re here because we don’t believe there’s a level playing field that gives small businesses with a fighting chance against the giants of the high street. We’re here because we see banks and legacy service providers making things harder for them. We don’t think the best technology or the best service should be reserved for those with the biggest headquarters. We’re here to fight for a future where small, local businesses can thrive, and to commit the same dedication they offer all of us. Become a part of our story. We’re looking for exceptional talent to join our mission. We offer a chance to create impact in a high-energy and connected culture, while benefiting from continuous learning opportunities, a supportive community which is proud to serve our mission, and comprehensive benefits. Your Mission As a Tech Support Specialist (Product Specialist), you will bridge the gap between product development and users by conducting in-depth user interviews, ensuring thorough testing, and providing valuable insights to enhance our offerings. Your ability to analyse, translate, and implement feedback will be critical in delivering a superior product experience. Additionally, you will support the sales team by providing training and ensuring accessible knowledge, enabling them to drive better customer engagement. What You'll Be Doing: - Conduct User Acceptance Testing (UAT) to validate product functionality and ensure alignment with business needs. - Oversee product delivery updates, coordinating with development teams to track progress and ensure timely releases. - Organise and lead training sessions for internal teams to ensure smooth product adoption and knowledge sharing. - Perform user interviews to gather insights and translate them into actionable use cases for continuous product improvement. - Utilise a hands-on, analytical approach to problem-solving, proactively identifying and addressing product challenges. - Work cross-functionally with engineering, design, and customer support teams to enhance product quality and usability. - Support the sales team by enhancing their product knowledge and providing insights to drive better customer engagement. - Identify integration gaps and proactively approach companies to complete integrations with Teya. Qualifications: - Experience with UAT testing and quality assurance in a product-focused environment. - Strong ability to translate user feedback into meaningful use cases and product improvements. - Excellent communication and training skills to empower teams with product knowledge. - A data-driven mindset with the ability to balance analysis and execution effectively. - Self-motivated, detail-oriented, and capable of working in a fast-paced, dynamic environment The perks 😊 - Permanent contract with 6-month probation period - Work in a friendly, comfortable, and relaxed environment - Enjoy flexible working hours that align with team needs - 26 days of vacation - 3 fully paid days for unexpected health issues - Monthly food allowance, plus additional benefits - Referral bonuses for recommending new team members to join the company - High-quality hardware is provided for work, ensuring a smooth working experience - Structured onboarding program for all new employees 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.

• Contribute to innovative customer service projects for exciting clients. • Work from your location — all you need is a dedicated workspace and a stable internet connection. • As a freelancer you have flexible working hours and decide how to structure your workday. • Handle inquiries by phone and in writing — always with a focus on excellent customer service. • You answer customer questions, resolve issues, and ensure a positive customer experience. • You are the first point of contact for customers and work closely with our internal teams.

• Manage and develop a team of 12+ FTE support agents distributed across locations and time zones. • Formalize a tiered team structure, including Team Leads and escalation roles. • Grow the team thoughtfully and proactively alongside ticket volume and efficiency gains. • Coach team on quality, efficiency, and customer experience. • Foster a high-accountability, high-support, and highly-engaged team culture in a fully remote environment. • Own team monthly and seasonal scheduling as well as day-of scheduling changes. • Own support KPIs: CSAT, first response time, full resolution time, percent SLA adherence, etc. • Design and iterate on workflows, escalation paths, coverage models, and QA processes. • Identify workflow improvements that reduce reliance on manual interventions by increasing user-enabled features and workflows. • Increase our percentage of tickets that are auto-resolved. • Partner cross-functionally with Product, Engineering, and Operations teams on escalations, bug patterns, feedback loops, and product improvements. • Lead the team's implementation of innovative tools to improve efficiency and response quality. • Build and optimize AI-assisted workflows from agent-facing automation to customer-facing features. • Identify opportunities that reduce ticket volume or improve self-service.