Customer Service Team Lead

Working at Mercell

At Mercell were on a mission to revolutionise 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.

Your Mission

We Customer Service & Support are a team of over 60 professionals responsible for ensuring a smooth experience for our public tendering customers across Europe. Our area of expertise extends from supporting the software platforms to understanding the public procurement process all the way to anticipating customers needs and using modern technology to answer them.

As a Customer Service Team Lead at Mercell you will report directly to the Group Director Customer Service & Support. You will be responsible to maintain regular operation instill the operational rigour with the team ensure development plans are followed and contribute to the evolution of our Customer Service & Support offering.

You will also have a strong connection with relevant stakeholders in the region and support business development and expansion regionally.

Core Responsibilities

• People Management: Set monitor and update goals and OKRs for the team based on the evolution of the business. Recurring performance management activities aimed to build a world-class support team. Lead with empathy and care (as observed through the employee survey) while maintaining a strong lead-by-example posture

• Operational Excellence & Rigour: Own the business through following the operational rigour cadence build data-driven insights to improve the rituals and areas of focus and raise the performance bars by constantly seeking new ways to deliver improved service to our customers

• Results Focused: Use dashboards reports or other data points to focus on goals attainment. Be comfortable to context switch and deliver on-time against parallel priorities. Anticipate risks and build mitigation strategies

• Customer Orientation: Have the customer in mind in all decisions actions and deliverables. Be comfortable answering escalations manage customer expectations and build relationships with top-tier customers. Contribute to internal feedback loops stemming from customer feedback.

• Stakeholders Management: Build stakeholder relationships manage expectations and deliver successful outcomes aimed to improve internal collaboration

Required Qualifications

• Proven experience leading and developing customer service and support teams preferably in a fast paced SaaS or tech environment

• Experience leading distributed or cross-geographical teams - successfully guided or coached a diverse team of professionals towards service delivery excellence

• Familiarity with building onboarding and skills actualization plans aimed to accelerate readiness for individuals. Past experience managing performance and successfully turning lower performers around

• Strong operational mindset with the ability to drive structure follow operational cadence and use data to improve performance

• Customer-centric leader comfortable handling escalations and balancing customer needs with business priorities

• Fluent in English and Dutch language (written and spoken); German is a strong advantage

Preferred Qualifications

• Exposure to public procurement public sector customers or regulated environments

• Familiarity with modern support tools automation or AI-enabled service models

• Familiarity with proposing and implementing service improvements or innovative/transformative ideas

Start date: As soon as possible

Workplace type: Hybrid working onsite at the office (min. 3 days per week) and from home balancing flexibility with collaboration

Location: Utrecht Netherlands

Application Deadline: 31.03.2026. However do not wait to submit your application - we will read applications and talk to potential candidates as we receive them

-Mercell is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences.

-Mercell handles all personal data in line with GDPR and our Privacy Policy.

-Mercell does not provide relocation support. We are seeking candidates who are already based in or have existing work authorization for the country where the role is located.

-Mercell 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.