Contact Center Support Specialist

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

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

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.

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 escape 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.

Fluency in Italian with a good command of English.

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

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).

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.
• 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. 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.