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Teya

Customer Relations Agent

Teya

Customer Relations Agent first point of contact for Teya merchants in Spain. Resolving queries with empathy while representing Teya's values and tone of voice.

Posted 7/13/2026full-timeMadrid • 🇪🇸 SpainMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with proficiency in handling merchant queries across various channels, utilizing tools like Zendesk and Zuper. Exhibits excellent communication skills in both Spanish and English, ensuring clarity and empathy in all interactions.

Highest-signal resume keywords
Bilingual Spanish And English CommunicationCustomer Support ExperienceZendesk/Sprinklr ProficiencyDetail-Oriented And OrganizedExperience In Payments Or SaaS

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer SupportData ManagementIssue DiagnosisTicket ClassificationBasic Excel Skills
Soft Skills
Active ListeningEmpathyOrganizational SkillsCustomer-First Mindset
Tools & Technologies
ZendeskSprinklrZuperCRM/CDP
Industry Keywords
PaymentsBankingSaaSCall Center Operations

About the role

Key responsibilities & impact
  • 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.

Requirements

What you’ll need
  • Strong spoken and written Spanish; comfortable using English for internal tools and training.
  • Excellent communicator with an active listening style and a customer-first mindset.
  • 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).

Benefits

Comp & perks
  • Collaborative environment
  • Opportunities to learn new skills