Merchant Success Specialist

Amsterdam Full time Dutch & English Merchant Support

About Instabee

Instabee was founded in 2022 through the merger of two fast-growing last-mile delivery companies: Budbee and Instabox. Together were building a new standard for e-commerce logistics one thats faster more flexible and tailored to the needs of merchants and consumers alike. Instabee delivers millions of parcels each month across Europe. We work with thousands of e-commerce merchants and are rapidly becoming Europes leading delivery and logistics partner.

In the Netherlands Budbee operates a rapidly growing network of smart parcel lockers providing fast convenient and sustainable delivery solutions. We proudly partner with major retailers such as Albert Heijn and H&M to make package pickup easier and more accessible for consumers across the country.

About the Role

Were looking for a Merchant Success Specialist to help us deliver an exceptional experience to our e-commerce merchants in the Netherlands. As a Merchant Success Specialist youll play a pivotal role in ensuring our e-commerce merchants are highly satisfied and maximize their partnership with Instabee. You are a key part of our entire e-commerce merchant process from initial onboarding to long-term success. Youll work hands-on with daily operations dive into data and provide essential support to our Account Managers Key Account Managers and Sales Leads. By fostering close cross-functional collaboration youll directly enhance merchant experience and overall performance. Youll blend a service-oriented mindset with excellent customer interaction principles and a curious analytical approach driving merchant success while continuously refining our processes. Your role is central to operational and cross-departmental collaboration boosting the success of both Instabee and our valued merchants.

Youll also play a key role in supporting one of our main enterprise clients as part of a dedicated internal team. This is a high-impact cross-functional position where youll collaborate closely with internal teams proactively resolve issues and ensure smooth operational performance.

This is a great opportunity for someone with strong client-facing experience a proactive mindset and a passion for operational excellence.

Key Responsibilities

General Merchant Support

• Be the main point of contact for a portfolio of merchants (without a dedicated KAM) answering daily questions and resolving issues across delivery invoicing product updates and more.
• Onboard new merchants by guiding them through system setup integrations and Instabee tools ensuring a smooth and efficient start.
• Manage and regularly update merchant account settings including company information price lists and new feature implementation.
• Manage merchant communications including proactive updates on performance operational changes product rollouts and peak season planning.
• Investigate and resolve operational issues (e.g. delivery delays label errors address mismatches) by working closely with internal teams in Operations Customer Service Tech and Terminals.
• Create and share performance reports helping merchants understand key metrics such as delivery success rate pickup delays and parcel volumes.
• Support merchants with invoicing and billing tasks including missed invoices surcharges credit notes and data clarification.
• Coordinate with our Key Account Managers (KAMs) by providing insights reports or preparation for merchant meetings and case studies.
• Monitor trends and merchant feedback to identify opportunities for improvement and process optimization.
• Act as a connector between departments ensuring that merchant needs are clearly communicated internally and solutions are delivered efficiently.

Enterprise Client Support

• Support daily and weekly operations for one of our largest Benelux clients.
• Attend internal and external performance check-ins.
• Track KPIs and help drive improvements in operational performance.
• Collaborate with the account team to ensure service quality and smooth communication.
• Dedicate part of your time (50%) to this high-impact account.

About You

• Are a natural relationship-builder who thrives in fast-paced environments.
• Are a true communicator bringing crisp & clear messages to your audience.
• Bring at least 3 years of experience in customer support or account management especially in client-facing roles.
• You have an interest in operations and/or logistics - you know how operations performance can effect client discussions
• Have a proactive mindset and passion for creating great experiences.
• Feel confident working with numbers spreadsheets and performance reports.
• Have strong analytical skills you enjoy spotting trends and proposing improvements.
• Are fluent in both Dutch and English.
• You have an MBO or HBO diploma.
• Bonus: Have knowledge of the Benelux e-commerce market.

What We Offer

26 vacation days per year your birthday off (based on full-time)

Modern office in Amsterdam Noord at The Collection with in-house gym

8% employer-paid pension (no personal contribution needed)

Team events social outings and a friendly work culture

Travel reimbursement if you live outside Amsterdam

Well-being allowance (25 per month)

Daily lunch allowance

High-end equipment provided

The gross monthly salary for this role is 3.300 to 3.700. Additionally youll receive a yearly holiday allowance of 8%.

Interested Lets Hear From You!

Even if you dont tick every box we still encourage you to apply. At Budbee Netherlands we believe great people dont always fit a job description perfectly and thats okay.

What matters most to us is your motivation. So tell us why youd love to join Budbee Netherlands and what youre excited to bring to the team. Were always looking for people who are curious driven and ready to make an impact.