Group Director Customer Service

Overview

Join to apply for the Group Director Customer Service role at Mercell .

Mercell is on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved. Mercell aims to connect public buyers and suppliers to shape the future with innovative solutions, growth, trust, and collaboration in an international environment.

Your Mission

As Group Director Customer Service, you will have overall responsibility for leading, shaping, and advancing Mercell’s customer support operations across all markets. Reporting to the Chief Customer Officer, you will drive the integration of support functions into a single, scalable, high-performing organisation. Your mission is to ensure a seamless, professional, and customer-focused experience for all users, supporting Mercell’s growth, innovation, and service quality.

Core Responsibilities

• Lead and scale the global customer support function, aligning structure, capabilities, and resources with Mercell’s growth and operational complexity
• Build and develop a high-performing, customer-centric support team across multiple countries and markets
• Collaborate 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
• Adopt modern support tools, analytics, and best practices in service delivery
• Act as a change leader, supporting Mercell’s transition to a unified SaaS platform and embedding a customer-first mindset
• Ensure high standards of quality and consistency in support delivery, regardless of channel or geography

Required Qualifications

Start date : As soon as possible

Duration : Full time

Workplace type : Hybrid (onsite and remote)

Location : Utrecht, Netherlands; Oslo, Norway; Copenhagen, Denmark (candidates must be already based in one of these locations)

Application Deadline : 16 / 09 / 2025. However, submit applications as they come in; Mercell will reach out to potential candidates as applications are received.

What We Offer

Mercell offers hybrid work, health and insurance plans (vary by country / office), pension plans, paid parental leave, social events, and competitive salary packages. See our perks and benefits for more details.

We may carry out background checks to verify information on CVs and other documentation. This background check is conducted by an external party and is not performed without the applicant’s consent.

Note : This job posting may contain additional information about the role and Mercell’s hiring process.

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