Customer Service Team Leader

Methodfi; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A payment and software service provider is seeking an experienced Customer Relations Leader to drive operational excellence. The role involves leading a hybrid team to provide world-class support to merchants, with a focus on South African operations. Candidates should have a proven track record in customer operations within high-growth environments and be adept at managing outsourced teams. Teya offers a supportive culture along with comprehensive benefits such as health support, generous leave, and a positive work environment in Central London.

Benefits

Free gym access and mental health support

Improved maternity and paternity leave options

Cycle-to-Work Scheme

Health and Life Insurance

Pension Scheme

25 days of Annual Leave plus bank holidays

Daily office snacks

Comfortable office environment

Qualifications

• Proven experience in customer operations or customer support leadership in high-growth settings.
• Ability to work in ambiguous, unstructured environments, providing order and direction.
• Successful management of outsourced teams, ideally across different countries.

Responsibilities

• Lead a hybrid Customer Relations team focusing on South Africa operations.
• Drive operational excellence and process improvement.
• Ensure quality standards in merchant interactions.
• Identify inefficiencies and propose solutions.

Skills

Leadership

Customer Operations

Problem-solving

Coaching and Mentoring

Effective Communication

Operational Discipline

Job description

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

We are seeking a proactive, hands‑on Customer Relations Leader with a strong foundation in Customer Operations and the strategic mindset to evolve into a Customer Relations Leadership role. As Teya moves from a start‑up to a scale‑up, we need someone who thrives in fast-changing, unstructured environments and brings clarity, structure, and momentum to the team.

In this role, you will lead our growing Customer Relations team, both in‑house and outsourced in South Africa ensuring world‑class support for our merchants. You’ll drive operational excellence while shaping our support function to scale, owning everything from day‑to‑day execution to process improvement and team development.

We’re looking for someone with the resilience and adaptability to lead through ambiguity, the operational discipline to deliver measurable results, and the people skills to build a high‑performing and mission‑aligned team.

• Lead and manage a hybrid Customer Relations team (internal and outsourced) with a focus on South Africa operations—setting clear expectations, driving performance, and ensuring alignment with business goals.

• Operate with a start‑up mindset—rolling up your sleeves, identifying gaps, building structure where needed, and adapting quickly as priorities shift.

• Define, implement, and improve routines, tools, and metrics that help us scale without compromising on quality.

• Provide coaching, feedback, and structured training to help team members grow in their roles and careers.

• Coordinate communication across the team, ensuring everyone is informed, aligned, and working toward common objectives.

• Maintain and elevate quality standards in every merchant interaction—making sure support is consistent, empathetic, and effective.

• Manage scheduling, escalations, and hands‑on support when needed, ensuring smooth daily operations.

• Identify inefficiencies and pain points, then work cross‑functionally to propose and implement solutions that improve both the agent and merchant experience.

• Champion a culture of accountability, collaboration, and continuous improvement—in a team that’s rapidly growing and evolving.

Your Story

You’ll be expected to lead by example, balance execution with management, and always keep the customer experience at the heart of your decisions. To succeed in this role, we’re looking for someone with:

• Proven experience in customer operations or customer support leadership in a high‑growth or start‑up environment.

• Comfort and capability working in ambiguous, unstructured settings, you bring order and direction where others see chaos.

• Demonstrated success managing or collaborating with outsourced teams, ideally across geographies (South Africa experience is a plus).

• A track record of developing people, through coaching, mentoring, and structured learning.

• Strong operational mindset, you know how to build and monitor KPIs, track performance, and manage the moving parts of a customer‑facing team.

• Clear and confident communicator, able to align stakeholders, influence change, and keep teams engaged and informed.

• Problem‑solver who thrives on finding simple solutions to complex issues.

• A people‑first, mission‑driven mindset, you’re motivated by helping small businesses succeed and passionate about building strong, values‑aligned teams.

The Perks

• Physical and mental health support through our partnership with GymPass giving free access to over 1,500 gyms in the UK, 1‑1 therapy, meditation sessions, digital fitness and nutrition apps.

• Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support.

• Cycle‑to‑Work Scheme.

• Health and Life Insurance.

• Pension Scheme.

• 25 days of Annual Leave (+ Bank Holidays).

• Office snacks every day.

• Friendly, comfortable and informal office environment in Central London.

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.