What will you do
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.
We keep our product super simple. We always go the extra mile and make sure our merchants can run their business effectively.
We do so by absorbing the technical and legal complexities of payments. When they have a problem, we listen, enable and empower.
We would not be able to do this without our Customer Service and Onboarding & Risk team . They are constantly in touch with our merchants.
They make sure that we solve all their queries in a timely fashion and we onboard them in a blink of an eye.
As Head of Customer Success you will be responsible for both teams. You will care of their professional growth as well as efficiency.
Your key challenges and responsibilities will be :
Continuous improvement to reduce friction in the customer journe y. You will partner up with our engineering and product teams.
You will make sure that they understand our merchant's pain points and keep our product simple to use.
Creation of Help Center. We want to make sure that our merchants can find all the necessary information online in just a few clicks.
You will be responsible for the creation and effective dissemination of the content and the self-help center.
Responsive customer service . You will build a capable team, implement smart tooling and bring further automation. We will be implementing a new CRM system for which you will take the lead.
Scaling of the department. The teams consist of about 20 Mollies. We will expect you to scale the team further and make sure that we are able to support multilingual markets all around Europe.
Can you imagine tackling this? We have some good news : You will be able to do it your way!
What you bring
Seasoned manager who leads by example and can contribute to the growth of Mollie at an executive level;
Proven track record in building and leading high-performing international customer facing teams;
You are tech-savvy. We create technology for the future, and you need to be comfortable using and implementing the latest tech tools
A natural drive to succeed and the passion to make it happen. You make a positive impact and can deliver a vision to a broader team, in a way that they will support this vision;
Accountability for the growth of a company and proof that you have significantly contributed to this by driving innovation;
Experience working with digital products (ideally SaaS or fin-tech);
Analytical but also pragmatic mindset;
Outstanding communications skills. Fluency in English;
Mix of start-up / scale-up and corporate experience is preferred;
What we offer
A position in the management team of a unique, young and fast growing fin-tech company;
25 days of annual leave;
Reimbursed costs of your internet connection at home;
Best possible tech setup that you need to do your job;
Possibility to participate in a company stock option program;
Excellent employment terms, including a competitive salary;
A stimulating and inspiring work environment;
Freedom and flexibility;
Autonomy to develop solutions and implement them;