Merchant Succes Specialist

Instabee; Amsterdam; On-site; EUR 37,000 - 41,000; Full time

Benefits offered by this job

Vacation days 26 per year

Amsterdam Noord office

8% employer-paid pension

Team events

Travel reimbursement

Well-being allowance

Lunch allowance

High-end equipment

Holiday allowance 8%

Job summary

Instabee is seeking a Merchant Success Specialist to support Dutch e-commerce merchants. You will onboard new partners, manage ongoing settings, and share performance insights, while collaborating with Account Managers and Sales leads to maximize merchant value.

You will support one enterprise client part-time, helping ensure high-impact outcomes through data-driven decisions and proactive issue resolution. Fluency in Dutch and English is required.

Qualifications

• At least 3 years in customer support or account management.
• Fluent in Dutch and English.
• Have an MBO or HBO diploma.
• Proactive with great customer experience.
• Strong data or performance reporting skills.

Responsibilities

• Serve as main contact for a portfolio of merchants; handle daily inquiries and issues across delivery, invoicing, product updates, and more.
• Onboard new merchants through system setup and integrations; ensure smooth start.
• Update merchant settings, price lists, and feature rollouts; communicate performance changes.
• Generate and share performance reports showing delivery success, pickup delays, and parcel volumes.
• Collaborate with KAMs and internal teams; support invoicing and billing tasks.
• Monitor trends and merchant feedback; propose process improvements.
• Coordinate cross-functionally to deliver merchant solutions efficiently.
• Dedicate part of time to an enterprise client; attend performance check-ins.

Skills

Customer support

Account management

Fluent Dutch

Fluent English

Education

MBO/HBO diploma

Job description

About Instabee

Instabee was founded in 2022 through the merger of two fast-growing last-mile delivery companies: Budbee and Instabox. Together, we’re building a new standard for e-commerce logistics — one that’s faster, more flexible, and tailored to the needs of merchants and consumers alike. Instabee delivers millions of parcels each month across Europe. We work with thousands of e-commerce merchants and are rapidly becoming Europe’s leading delivery and logistics partner.

About Instabee

Instabee was founded in 2022 through the merger of two fast-growing last-mile delivery companies: Budbee and Instabox. Together, we’re building a new standard for e-commerce logistics — one that’s faster, more flexible, and tailored to the needs of merchants and consumers alike. Instabee delivers millions of parcels each month across Europe. We work with thousands of e-commerce merchants and are rapidly becoming Europe’s leading delivery and logistics partner.

In the Netherlands, Budbee operates a growing network of smart parcel lockers and home delivery services. We proudly partner with major retailers such as Albert Heijn, Bol.com, and H&M, offering fast, convenient, and sustainable delivery options to consumers across the country.

About The Role

We’re looking for a Merchant Success Specialist to help us deliver an exceptional experience to our e-commerce merchants in the Netherlands. As a Merchant Success Specialist, you'll play a pivotal role in ensuring our e-commerce merchants are highly satisfied and maximize their partnership with Instabee. You are a key part of our entire e-commerce merchant process, from initial onboarding to long-term success. You'll work hands-on with daily operations, dive into data, and provide essential support to our Account Managers, Key Account Managers, and Sales Leads. By fostering close cross-functional collaboration, you'll directly enhance merchant experience and overall performance. You'll blend a service-oriented mindset with excellent customer interaction principles and a curious, analytical approach, driving merchant success while continuously refining our processes. Your role is central to operational and cross-departmental collaboration, boosting the success of both Instabee and our valued merchants.

You’ll also play a key role in supporting one of our main enterprise clients, as part of a dedicated internal team. This is a high-impact, cross-functional position where you’ll collaborate closely with internal teams, proactively resolve issues, and ensure smooth operational performance.

This is a great opportunity for someone with strong client-facing experience, a proactive mindset, and a passion for operational excellence.

Key Responsibilities

General Merchant Support

• Be the main point of contact for a portfolio of merchants (without a dedicated KAM), answering daily questions and resolving issues across delivery, invoicing, product updates, and more.
• Onboard new merchants by guiding them through system setup, integrations, and Instabee tools — ensuring a smooth and efficient start.
• Manage and regularly update merchant account settings, including company information, price lists, and new feature implementation.
• Manage merchant communications, including proactive updates on performance, operational changes, product rollouts, and peak season planning.
• Investigate and resolve operational issues (e.g. delivery delays, label errors, address mismatches) by working closely with internal teams in Operations, Customer Service, Tech, and Terminals.
• Create and share performance reports, helping merchants understand key metrics such as delivery success rate, pickup delays, and parcel volumes.
• Support merchants with invoicing and billing tasks, including missed invoices, surcharges, credit notes, and data clarification.
• Coordinate with our Key Account Managers (KAMs) by providing insights, reports, or preparation for merchant meetings and case studies.
• Monitor trends and merchant feedback to identify opportunities for improvement and process optimization.
• Act as a connector between departments, ensuring that merchant needs are clearly communicated internally and solutions are delivered efficiently.

Enterprise Client Support

• Support daily and weekly operations for one of our largest Benelux clients.
• Attend internal and external performance check-ins.
• Track KPIs and help drive improvements in operational performance.
• Collaborate with the account team to ensure service quality and smooth communication.
• Dedicate part of your time (~50%) to this high-impact account.

About You

• Are a natural relationship-builder who thrives in fast-paced environments.
• Are a true communicator, bringing crisp & clear messages to your audience.
• Bring at least 3 years of experience in customer support or account management — especially in client-facing roles.
• You have an interest in operations and/or logistics - you know how operations performance can effect client discussions
• Have a proactive mindset and passion for creating great experiences.
• Feel confident working with numbers, spreadsheets, and performance reports.
• Have strong analytical skills — you enjoy spotting trends and proposing improvements.
• Are fluent in both Dutch and English.
• You have an MBO or HBO diploma.
• (Bonus) Have knowledge of the Benelux e-commerce market.

What We Offer

• 26 vacation days per year + your birthday off (based on full-time)
• Modern office in Amsterdam Noord — at The Collection, with in-house gym
• 8% employer-paid pension (no personal contribution needed)
• Team events, social outings, and a friendly work culture
• Travel reimbursement if you live outside Amsterdam
• Well-being allowance (€25 per month)
• Daily lunch allowance
• High-end equipment provided
• The gross monthly salary for this role is €3.300 to €3.700. Additionally, you'll receive a yearly holiday allowance of 8%.