Team Lead 1st line Support

Mercell is the largest public tendering and bidding platform for European buyers and suppliers, dedicated to enhancing connectivity between public buyers and suppliers. We make tenders compliant and easy, while enabling equal opportunity for all suppliers to the public sector.

At Mercell, we're 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. 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.

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.

Your Mission 

We are dedicated to delivering seamless user experiences through exceptional support. As Team Lead for 1st Line Support, you will oversee our Danish, Dutch, and German teams, ensuring outstanding service and operational excellence.

In this role, you’ll lead a talented support team, foster collaboration across departments, and drive customer satisfaction. This position combines leadership, innovation, and the promotion of a culture of service excellence. Remote team management and occasional travel is part of the scope.

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

• Service-minded, accountable, structured, positive attitude

• Excellent leadership skills

• Curious and a fast learner

• Equipped with solid common sense and a bit of impatience
  
  

Core Responsibilities  

• Lead and motivate the team by providing clear direction, regular coaching, and fostering professional growth.

• Drive continuous improvement by embracing digital transformation and streamlining workflows to enhance efficiency and quality.

• Monitor and measure team performance, ensuring effective resource allocation and high-quality issue resolution.

• Act as a liaison between support teams and other departments, ensuring timely and accurate communication of technical issues.

• Maintain expertise in products and tools, ensuring team knowledge and self-help resources are accurate and user-friendly.

Required Qualifications  

• Proven experience in leading support teams or similar leadership roles.

• Strong interpersonal and communication skills, with the ability to inspire confidence and foster collaboration.

• Exceptional problem-solving abilities, with a focus on delivering solutions efficiently and effectively.

• A proactive mindset, embracing change and driving innovation aligned with strategy

• Fluent in English, both written and verbal.
  
  

Preferred Qualifications  

• Dutch, Danish or German language is a benefit, but not a requirement.

• Experience from SaaS business

• Knowledge about public procurement

• Experience with remote leadership 

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid remote
Location: Odense (Denmark), Utrecht (Netherlands)
Application Deadline: 31.01.2025. 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.

Has this sparked your interest?

Then we can't wait to have you join our mission and look forward to receiving your application!

If you have questions for this position, we are happy to chat with you. Please reach out to:
Line Tonna
Group Director Customer Service & Support
Email: [email protected]

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.