Mollie was founded in 2004 in Amsterdam. Since then, Mollie has grown exponentially to become a trusted payment service provider for over 200,000 businesses. However, this is just the beginning.

We feel that banking has been set up against us for too long. From overdraft fees to payment processing, banking products are confusing, stressful, and frankly—boring.

In contrast, Mollie was founded to change the status quo, aiming to provide a new generation of financial products designed to work entirely for our customers. A product-first approach that our customers can truly benefit from.

We share a high bar for building a product that our customers will love. Our strong maker culture is balanced by cross-functional teams and a focus on fast-paced product cycles.

Your opportunity:

As part of this role, you will be a key enabler of our mission to help merchants with effortless money management. As Business Process Associate you will lead the development, implementation, and optimisation of all business processes that are related to our support operations. You will be working on designing and documenting processes and policies for our operational teams to ensure they are empowered and able to support our customers effectively. The ideal candidate is someone who loves process excellence, is obsessed about operational details, pursues optimal workflows, and cares deeply about the change management and customer experience end-to-end.

What you will be doing

• Establish clear and continuous processes around Contact rate to identify opportunities for automations, deflection or channel optimisation.

• Lead the end-to-end design, development, and implementation of all core business processes related to customer support.

• Design and maintain clear documentation for all related processes, ensuring alignment with internal standards and operating guidelines

• Own the change management for the rollout to Ops for the product rollouts, ensuring seamless coordination with our Operations team

• Develop comprehensive supporting materials, including Work Instructions, Macros, and Help Centre Articles, for both ongoing and new deployments, and consistently update and optimise them based on customer insights.

• Coordinate launches with Support Operations teams to facilitate effective capacity planning and manage potential positive/negative impacts of changes.

• Establish ongoing monitoring and feedback gathering mechanisms to track support trends and inform insights obtained from support channels

• Collaborate with product or tools teams to automate manual processes, improving service speed and accuracy.

• Ensure that all customer-facing processes, including customer support and complaint resolution, are designed to deliver exceptional customer experiences.

What you will bring

• 5+years of Business process or/and change management experience

• Experience with Business process and change management tooling and frameworks

• Experience working with cross functional teams, ideally with Product and Engineering teams

• Ability to communicate effectively across all levels of the organisation

• Knowledge of the Fintech is a plus