Customer Relations Specialist

Description

Job Summary: We are seeking a Customer Relationship Specialist to join our team in Portugal, focused on customer service and proactive engagement to activate, retain, and grow merchants. Key Highlights: 1. Proactive customer journey support with Teya 2. Focus on helping local small businesses grow 3. Real impact on merchant experience **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. **Customer Relationship Specialist** At Teya, we help local small businesses grow through simple and effective tools. We believe excellent customer relationships are essential, so we place the customer at the heart of everything we do. We are seeking a **Customer Relationship Specialist** to join our team in Portugal. This role combines customer service with proactive engagement, ensuring not only issue resolution but also merchant activation, retention, and growth. **Your Mission** This is not a traditional support role. Here, you will actively guide customers throughout their journey with Teya. Your focus will be ensuring each customer starts strong, uses our products confidently, and quickly overcomes any difficulties. At the same time, you’ll help strengthen the relationship with Teya and identify growth opportunities. You will work closely with sales teams and other departments to ensure customers receive the right support at every stage of their journey with Teya. **What You’ll Do** * Proactively support customers during the first months after sale, ensuring successful activation and product adoption. * Handle calls, respond to emails, and manage customer chats, ensuring efficient and empathetic resolution. * Clarify questions, resolve issues, and professionally manage more complex situations. * Identify at\-risk customers based on signals such as low usage, inactivity, or repeated contacts, acting preventively. * Reach out to customers with growth potential and support adoption of relevant products and features (e.g., Business Account, Instant Settlement, MOTO, among others) * Reduce friction at key moments in the customer journey and improve their overall experience. * Manage complaints effectively, escalating to other teams when necessary. * Maintain up\-to\-date and organized records in internal systems. * Identify patterns to contribute to continuous process improvement and enhanced customer experience. * Develop solid knowledge of products and systems to support customers and internal teams. **Your Profile** * You genuinely enjoy helping people and building trusting relationships. * You take a proactive approach and seek solutions before issues escalate. * You put the customer at the center of everything you do. * You have excellent communication skills and are fluent in Portuguese and English. * You are confident, communicative, and easily adapt your approach to different personalities. * You possess empathy, commercial awareness, and results orientation. * You are organized, structured, and able to manage multiple priorities. * You bring energy, initiative, and a constant desire to learn and improve. * You face challenges with a positive attitude and solve problems swiftly. * You can identify improvement opportunities and contribute ideas. * Prior experience in customer support, retention, sales, or similar roles. **Why Join Teya** Because you’ll join a company that genuinely believes in local small businesses and in a more human, close, and intelligent way of building customer relationships. Here, you’ll make real impact on our merchants’ experience and on how we grow 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.