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.

Your Mission 

As Group Director Customer Service, you will have overall responsibility for leading, shaping, and advancing Mercell’s customer support operations across all markets. Reporting to the Chief Customer Officer, you will play a pivotal role in Mercell’s transformation, driving the integration of support functions into a single, scalable, and high-performing organisation. 

Your mission is to ensure a seamless, professional, and customer-focused experience for all users, supporting Mercell’s ambitions for growth, innovation, and service quality.

Core Responsibilities  

• 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

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 

What we offer 

As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see https://career.mercell.com/posts/our-perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell.

We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.