WORKING AT MERCELL

At Mercell, we’re on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future. That’s what we’re all about.
With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international environment with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.
Together, let’s shape the future and create real value for society, one innovative solution at a time.

REQUIRED QUALIFICATIONS

• Significant leadership experience in international customer support, preferably within SaaS or technology-driven companies
• Demonstrated success in improving customer satisfaction, streamlining operations, and leading transformation initiatives
• Documented track record from building customer centric support teams across multiple countries
• Demonstrated experience in leveraging CRM analytics to drive process automation, reduce customer churn, and implement efficient, scalable systems and workflows
• Experience working cross-functionally and driving alignment in fast-paced, evolving environments
• Clear thinker with a strategic mindset and hands-on approach
• Excellent communication skills in English
• 
  Start date: As soon as possible
  Duration: Full time
  Workplace type: Hybrid (working onsite at the office and from home, balancing flexibility with collaboration)
  Location: Utrecht, Netherlands - Oslo, Norway - Copenhagen, Denmark (candidates need to be already based in one of these locations)
  Application Deadline:. 22/09/2025. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them

• Lead and scale the global customer support function, aligning structure, capabilities, and resources with Mercell’s growth and operational complexity
• Build and develop a high-performing, customer-centric support team across multiple countries and markets
• Collaborate closely with Customer Success, Professional Services, Product, and IT teams to ensure an integrated customer journey and resolve complex issues
• Design, implement, and optimise processes, routines, and KPIs to drive operational excellence and customer satisfaction
• Analyse customer interactions, feedback, and support data to identify trends, root causes, and opportunities for continuous improvement
• Drive digitalisation and automation initiatives to enhance support efficiency and scalability
• Drive the adoption of modern support tools, analytics, and best practices in service delivery
• Act as a change leader, supporting Mercell’s transition to a unified SaaS platform and embedding a customer-first mindset throughout the organisation
• Ensure high standards of quality and consistency in support delivery, regardless of channel or geography