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Join our Customer Service & Support teams at Mercell. We are growing across several markets and are building an ongoing talent pool of Customer Service Agents to match with upcoming opportunities across our support teams. Our Customer Service & Support team is a group of over 60 professionals responsible for ensuring a smooth experience for our public tendering customers across Europe. The role involves supporting users of our software platforms, understanding public procurement processes, and using modern technology to respond to customer needs. You will be the trusted first point of contact for customers using our platform, providing timely, accurate, and solution-oriented support to help resolve issues, explain functionality, and facilitate procurement activities. The team emphasizes operational excellence, customer focus, responsiveness, product knowledge, and empathy at scale. This is an ongoing opportunity; applications are reviewed continuously and matched with current and upcoming openings. Core Responsibilities Provide first-line support via phone, email, and digital channels to customers across different markets. Investigate platform-related issues and guide customers through solutions clearly and efficiently. Ensure accurate case documentation and follow-up in CRM/support systems. Escalate complex issues appropriately while maintaining ownership of customer communication. Contribute to maintaining high customer satisfaction and service level targets (SLAs). Identify recurring issues and proactively share feedback internally to improve product and processes. Support onboarding and basic product guidance for new customers where relevant. Required Qualifications Proven experience (ideally 2+ years) in customer service, support, helpdesk, or a similar client-facing role. Strong communication skills with the ability to explain technical topics clearly and simply. Structured and organized approach to successfully navigate multiple priorities simultaneously. Problem-solving mindset and ability to stay calm under pressure. Comfortable working with support systems, CRM tools, and digital platforms. Fluency in English and at least one of the following languages: Swedish, Norwegian, Danish, Dutch, German (depending on market). Preferred Qualifications Fluency in a third language (of the following): Swedish, Norwegian, Danish, Dutch, German, (depending on market), is a plus Experience supporting SaaS platforms or digital products. Familiarity with public sector environments or procurement processes. Experience working in a fast-paced, international environment. Interest in process improvement and service optimization. Locations Locations: Sweden, Denmark, Norway, Germany, Netherlands Hybrid workplace (working onsite at the office and from home), balancing flexibility with collaboration. What we offer As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see https://career.mercell.com/posts/our-perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell. Has this sparked your interest? Apply now and join our team! This is a talent pool, there is no fixed application deadline — we will review applications continuously. By applying, your profile will be considered for upcoming opportunities that match your skills, experience, and interests. We will keep you updated accordingly throughout the process. Mercell is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences. GDPR and privacy policy information apply. Relocation support is not provided, and background checks may be carried out by an external party with consent.

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