Technical Support Team Lead

Your opportunity

One of the crucial points for Mollie growth is the quality of service we provide to our customers. We keep our product simple, always go the extra mile and make sure our customers can run their business effectively.

Our Support teams are committed to maintaining the highest standards of service. For technically complex issues, such as custom integrations or in-depth plugin challenges, our Technical Support team steps in. Your team is not only technically skilled but also customer-focused and highly motivated. They serve as a vital source of expertise on the Mollie platform, APIs, and integrations, ensuring our customers receive the best possible support for their needs

For this Technical Support team, Mollie is looking for an inspirational team leader that leads the Technical Support function. You unleash the potential of our talented Technical Support specialists. You drive continuous improvement with the Business Support and Engineering teams. You will shape the team and processes to offer best in class technical support for our new products and international expansion plans.

What you'll be doing 

You will lead a dynamic and expanding team of 10+ Technical Support Specialists located in Amsterdam and Maastricht. Your responsibilities include coaching, training, and empowering the team to consistently deliver outstanding technical support. Additionally, you will focus on optimizing processes, fostering growth, and cultivating a collaborative environment that prioritizes continuous improvement and customer experience.

Key responsibilities include:

• Performance Management: Monitor and improve team performance to meet daily, monthly, and quarterly operational metrics while maintaining a quality-first mindset;

• Analysis and Collaboration: Identify and implement solutions for smarter workflows, collaborating with key departments such as Engineering, Integrations, and Commercial teams;

• Quality Assurance and Development: Oversee the quality program to foster continuous learning, create cross-functional initiatives, and establish clear documentation for troubleshooting processes;

• Team Growth and Evolution: Scale and future-proof the team, bridging gaps with other teams and extending support competencies further;

• Strategic Impact: Partner with Business Support and Engineering teams to position service excellence as a key differentiator for Mollie;

What you'll bring:

• You bring 3+ years of experience working within technical teams, ideally in technical support, with a deep understanding of handling support requests and issues, along with experience or strong enthusiasm for team management;

• Analytical and tech-savvy, you thrive in dynamic, ever-evolving agile environments;

• Your creative thinking and problem-solving skills, paired with adaptability, enable you to navigate change effortlessly—better yet, you excel at creating structure from the ground up;

• A true team player, you’re eager to foster relationships across Mollie and contribute collaboratively;

• "Can-do" defines your mindset, and you thrive in fast-paced, international environments that evolve daily;

• Prior experience in project management or Customer Support is a strong plus.