Do you love helping your colleagues by providing excellent coaching and training? Are you driven to improve the customer experience? Keep reading!

Mollie is looking for a hybrid Tech Support Trainer / Quality auditor to join our Enablement Services team. The Tech Support team provides technical support to more than 130,000 Mollie merchants across 5 countries. You ensure they have the best training, and help them master their technical and soft skills to provide the best service to our customers.

Your opportunity

One of the crucial points for our growth is the quality of service we provide to our customers. Thus far, our customer experience has been the main differentiator between Mollie and our competitors. We keep our product super simple. We always go the extra mile and make sure our merchants can run their business effectively. We do so by absorbing the technical and legal complexities of payments. When they have a problem, we listen, enable and empower.

In our home markets, the Netherlands and Belgium, Mollie is world famous and serving over 130.000 monthly active merchants and counting. As such, we are the most beloved Payment Service Provider for medium size companies. Our product first approach, transparency and great partnership network helped us to get where we are right now!

What you'll be doing 

• It’s expected that 50% of your time will be spent on Quality audits, the other 50% will be spent on training and coaching

• Leading the onboarding journey for new Tech Support hires 

• Improving the customer experience through effective training and coaching 

• Perform Quality audits from our Tech Support team and analyze the outcomes to identify training needs and develop relevant training content

• Collect and present data to management and to applicable stakeholders in reports and weekly business reviews upon findings and improvements.

• Working in a small and dynamic environment with the ability to collaborate with the business and have a direct impact on the quality of our services

What you'll bring:

• Excellent and proven coaching and training skills

• Experience creating and delivering training content.

• Solid experience within a Technical Support environment (e.g. API and troubleshooting skills)

• You are fluent in Dutch and English, French and/or German is a plus

• Excellent Communication Skills: you can simplify complex technical issues into easy-to-understand messages for diverse audiences

• You have a strong understanding of the most common Webshop technologies

• You have a mindset that embraces Continuous Improvement

• Former training experience a big plus

• Ability to stand in front of a room (virtually and non-virtually) to give presentations and engage with an audience