Your opportunity:
At Mollie, we’re on a mission to make payments and money management effortless for every business in Europe. We started 20 years ago when we launched a more direct, affordable way for companies to get paid. That provided an alternative to the frustrating, overpriced solutions that banks offered at the time.
Today, we serve more than 250,000 businesses across Europe with an all-in-one solution that simplifies payments and money management. And we’re a 850-strong team of product, finance, support, commerce, and engineering specialists working across Europe – from Lisbon to London.
One of the crucial points for our growth is the quality of service we provide to our customers. Thus far, our customer experience has been the main differentiator between Mollie and our competitors. In our mission to make our support even better, we are expanding our support team to our Lisbon office where we are looking for an inspirational Business Support Team Lead that brings out the absolute best out of our business support team. You will be instrumental in growing and leading our talented support heroes and unleash their potential to create promoters for our brand on every interaction. Your focus will be on the business support team that supports our customers, ensuring high customer satisfaction and operational excellence. You will be working alongside our Customers Support teams based in Maastricht and in Amsterdam.
Join us in this rewarding position where your leadership skills and strategic mindset will make a tangible impact on our organizations' success!
What you'll be doing
Lead, mentor, motivate and inspire a growing team of business support specialists, fostering a positive work environment and promoting collaboration and growth;
Provide guidance and coaching to team members, enabling them to develop their skills and achieve individuals performances and team targets;
Establish and enforce Mollie quality standards for service delivery, ensuring consistent feedback and coaching to maintain high level customer satisfaction;
Streamline and optimise business support ways of working to enhance productivity, reduce bottlenecks, and improve the overall efficiency of support operations;
Grow your team commercial mindset, developing upsell opportunities, market understanding and the collaboration with GTM teams;
Utilise data to measure key performance indicators (KPIs) and develop strategies to meet or exceed targets, generate insightful reports to track team performance, identify trends, and provide data-driven recommendations for improvement;
Facilitate new product launches, ensuring comprehensive training materials and documentation, clear feedback loops and continuous improvement;
Make Mollie a GPTW by providing a comprehensive understanding of job responsibilities, ensuring people happiness and personal development;
You will help to integrate technology in transforming the way we help our customers;
Be the guardian of Mollie culture by leading with Love, Authenticity and Boldness.
What you have
You adapt easily and quickly to change and have a passion for continuously improving processes and structure;
You have great time management skills and can handle multiple tasks and projects at the same time;
You have a proven track record of managing performance while creating a forward looking strategy;
You are a great team player and have strong stakeholder management skills;
You have a strong understanding of integrating technologies in Support and specific customer needs;
You are proactive and have a ‘can do’ attitude;
You have a creative mind and are a natural problem solver;
You facilitate a culture of diversity, equity, and inclusion, valuing individual needs and perspectives to create a harmonious and empowered team dynamic;
You enjoy working in a dynamic international environment that is changing every day.
Must have
You have 3 to 4 years experience in the day-to-day operations of a multi-lingual, multi-skilled support team;
You have exceptional interpersonal and communication skills, with the ability to interact effectively at all levels of the organization;
You have strong analytical and problem-solving abilities, with a keen eye for detail and accuracy;
You are fluent in English and another European language. Dutch, French or German is a plus;
You are an inspirational people leader, preferably in a dynamic and international setting leading a team of 10+ people.
Extra perks:
Lunch vouchers
Competitive salary
Well being budget EUR 80 per month
Public travel allowance EUR 40 per month
A bonus based on your performance once a year
Fully paid health insurance
Working from our beautiful office in Lisbon on office days
Various internal training programs and growth opportunities