Group Director Customer Service
Group Director Customer Service
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1 Vacancy
Job Description
Working at Mercell
At Mercell were 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. Thats what were 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 lets 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 Mercells customer support operations across all markets. Reporting to the Chief Customer Officer you will play a pivotal role in Mercells 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 Mercells ambitions for growth innovation and service quality.
Core Responsibilities
- Lead and scale the global customer support function aligning structure capabilities and resources with Mercells 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 Mercells 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 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.
Employment Type
Full Time
