Customer Service teams

At Mercell, we’re on a mission to revolutionize public procurement by making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make great deals easier and shape the future. That's what we’re all about. With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive.

You will be part of an international team with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves. Together, let's shape the future and create real value for society, one innovative solution at a time.

We are growing our Customer Service & Support teams and looking for dedicated Customer Service Agents to join us across several markets. This is not a single open role but an ongoing hiring pipeline, and we will continuously match strong profiles with upcoming opportunities across our support teams.

Our Customer Service & Support, is a team of over 60 professionals responsible for ensuring a smooth experience for our public tendering customers across Europe. Our area of expertise extends from supporting the software platforms, to understanding the public procurement process, all the way to anticipating customers' needs and using modern technology to answer them.

As a Customer Service Agent at Mercell, you will play a key role in ensuring a smooth and reliable experience for our customers across Europe, including public buyers and suppliers navigating complex public procurement processes. You will act as a trusted first point of contact for customers using our platform. Your mission is to provide timely, accurate, and solution-oriented support, helping customers resolve issues, understand functionality needs, and successfully complete their procurement activities.

This role reflects Mercell’s commitment to operational excellence and customer focus combining responsiveness, product knowledge, and empathy to deliver high-quality service at scale.

This is an ongoing opportunity we will review applications continuously and match strong candidates with current and upcoming openings.

• 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.

• 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, Finnish (depending on market).

• Fluency in a third language (of the following):
  Swedish, Norwegian, Danish, Dutch, German, Finnish (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.

Sweden, Denmark, Norway, Germany, Netherlands, UK, Finland

Hybrid workplace (working onsite at the office and from home), balancing flexibility with collaboration.

As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to…