Quality Assurance Team Leader
Lendable
Group Director, Customer Service
Mercell
full-time
Posted on:
Origin: • 🇳🇱 Netherlands
Visit company websiteJob Level
Lead
About the role
- 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 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 Mercell’s 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
- Reporting to the Chief Customer Officer
Requirements
- 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
- Candidates need to be already based in one of these locations: Utrecht, Netherlands - Oslo, Norway - Copenhagen, Denmark
