Mollie is looking for an ambitious Senior Business Support Specialist that would like to help our priority customers grow their business by dealing with complicated cases and resolving Complaints in line with the set procedures and recognizing and acting on commercial opportunities for our customers.

You will be instrumental in resolving complicated queries from Priority merchants, complaints, providing coaching sessions to our new talented Support heroes and directly impact the growth of our customers.

Providing the best possible service to our customers is a unique selling point for Mollie, as well as crucial to the company’s success. We are laser-focused on doing better and working smarter every day. Join us in this rewarding position where your knowledge, coaching skills and opportunistic mindset will make a tangible impact on our organisation's success.

What you'll be doing

• Handle incoming complaint related queries. This includes end-consumers, merchants, partners, 3rd parties and webcare complaints.

• Undertake root cause analysis activities about the complaints and present solutions in order to improve Merchant and consumer journey.

• Assist the Business Support team by resolving complicated cases in day to day activities.

• Provide guidance and coaching to team members, enabling them to gain more knowledge by sharing best practices.

• Provide best in class service towards our priority customers.

• Provide functional advice on plugins/API’s in getting the merchant live.

• Build relationships with the relevant stakeholders to ensure strong collaboration. 

• Focus on building relationships with our Priority customers to ensure retention and growth, via planned and focused engagements via phone calls and email communication.

• Work closely with the Customer Success Management team to ensure top customer satisfaction by resolving issues and finding quick, viable solutions;

• Turn distressed customers/situations into opportunities to delight our customers through product knowledge, and exceptional communication skills with a positive attitude.

• Complete efficient and engaging customer check-ins on all assigned Priority customers.
  
  
  

What you bring to the role

• You have a proven problem solving mentality.

• You are committed to going above and beyond and always want to exceed our Merchant and Customers expectations.

• You have experience with root cause analysis and/or are willing to structurally resolve issues from the root.

• Energetic, resourceful, and dedicated to customer success

• You get energy from turning issues into a positive experience.

• You have a commercial mindset and you are able to recognise potential upsells.

• Comfortable managing relationships over the phone, through email, and when required in person 

• You will be part of a scaling team, which brings great opportunities, however flexibility is very important!

• Local language native (Dutch, German or French)

• Fluent in English

Must haves

• You have Cross functional experience in working as a liaison to internal stakeholders.

• You have critical thinking skills and see beyond the obvious.

• You have a contagious positive energy.

• You have strong analytical and problem-solving abilities, with a keen eye for detail and accuracy.

• You have an eye for commercial opportunities to help our customers grow.

• Experience in Customer success / account management