Service Desk Team Lead

Working at Mercell

Mercell is an industry leading software companycreated in1999with the mission toreimagine tendering and unlock business opportunities.Mercell makes big scale buying easy strategic sourcing simple and monitorsthe tender market for companies so they can grow their market share. We supporta diverse customer base of30.000 buyers and suppliersacross geographies industries and sizes.Its a great time to join us and shape the future ofMercell as werevolutionize the world of tender management.

Our culture is based on the Mercellian Spirit of continuous growth curiosity trust and courage. You will work in a dynamic internationalenvironment with ambitious and dedicated colleagues who are passionate about what they do supported to be themselves and together create real value for the society.

Your Mission

Are you passionate about leading a team that enhances customer loyalty

Mercell is seeking two dynamic Team Leads for our Service Desk. One for the Finland UK and Baltic markets and one for the Dutch and Danish markets. These roles are pivotal in ensuring excellent support to our users.

At Mercell you will have the opportunity to lead a team at the forefront of customer satisfaction and technical excellence. We offer a collaborative and supportive work environment where your contributions are valued and recognized. Join us in shaping the future of our support services and making a positive impact on our users experience.

As team lead you will have teams based in different locations reporting to you. Some travelling will be necessary. You will report to Group Director Customer Service & Support and be a valued member of the Customer Service management team.

We see the following qualities as important to thrive and evolve in this role:

• Excellent leadership skills
• Strong communication and relationship building
• Customer centric approach
• Optimizing processes and leading change

Core Responsibilities

Leadership:

• Inspire motivate and provide clear direction to team members fostering a culture of continuous improvement and innovation.
• Coach employees to develop their skills and capabilities within Mercell.
• Efficiently allocate tasks monitor performance and ensure timely resolution of issues.
• Implement strategies to streamline workflows improve response times and enhance overall support quality.

Communication:

• Facilitate effective communication between departments to accurately convey technical issues and solutions.
• Coach team members in communicating with customers both in written and verbal forms.
• Collaborate with the Customer Service & Support management team requiring fluent English communication skills.

Technical Expertise:

• Possess indepth knowledge of Mercells products services and systems to guide the team effectively.
• Stay updated with the latest technologies and industry trends contributing to our digital transformation efforts.

Required Qualifications

• Proven experience in a leadership role within a support environment (ideally 5 years ) in a SaaS company.
• Strong communication skills both written and verbal with proficiency in English
• Demonstrated ability to prioritize tasks based on commercial importance and urgency.
• Adept at fostering a positive work environment and motivating team members across cultures
• Technical proficiency and a passion for staying abreast of industry trends and innovations.

Preferred Qualifications

• Atlassian knowledge providing valuable insights into optimizing team workflows and processes.
• Basic knowledge about procurement offering valuable context for supporting Mercells procurement platform.

Start date: As soon as possible

Duration: Full time/Permanent

Working style:Hybrid remote

Location: Joensuu Finland Odense Denmark Utrecht Netherlands

Has this sparked your interest

Then we cant waitto have you join our missionand looking forward to receiving your application.

We will continuously invite qualified candidates for job interviews and will close the job post as soon as we have found the right candidate for this role.

Application Deadline: 05.03.2024However do not wait to submit your application we will read applications and talk to potential candidates as we receive them.

What we Offer

Mercell is in a very exciting period and you will play an important role in our ambitious journey.

Mercell continuously provides great opportunities for growth within the organization. You will have a good opportunity to shape your role and determine your priorities. We look at what you deliver not how you work or how many hours you spend on each task.

Growth Curiosity Courage Trust

The Mercell core values Growth Curiosity Courage and Trust serve as a foundation for the decisions we make how we drive our business and how we interact with our colleagues customers and others. But they also serve as the basis for the opportunities that Mercell provides for its employees to develop and thrive in their field of work.

Our perks & benefits:

Inclusive culture where you are welcomed to be yourself

Flexible and hybrid work encouraging a worklife balance

Be a part of a collaborative team with high ambitions

Individual development opportunities

Health insurance and pension plan

Competitive salary package

Paid parental leave

Team lunch and fruits

Computer and iPhone/Android

Unlimited coffee tea and soft drinks

Company events like Friday bars Summer and Christmas parties and more!

(may differ per country/office)

Questions for this position

We hope you got all your questions answered and you feel confident applying for this position however if you have more questions or doubts regarding the position please contact the hiring manager directly.

Happy to chat with you!

Line Tonna Group Director Customer Service & Support

Phone:

Email:

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.