Merchant Succes Specialist

Instabee Group; Amsterdam; Hybrid; EUR 40,000 - 44,000; Full time

Benefits offered by this job

26 vacation days per year

Amsterdam Noord office

8% employer-paid pension

Team events and social outings

Travel reimbursement

Well-being allowance

Daily lunch allowance

High-end equipment provided

Holiday allowance 8%

Job summary

Instabee Group is hiring a Merchant Success Specialist to support e-commerce merchants in the Netherlands. You will onboard merchants, manage accounts, and collaborate with internal teams to optimize delivery, invoicing, and product updates.

You will also support one major Benelux client as part of a cross-functional team, ensuring high-quality service and proactive issue resolution. You bring at least 3 years in customer support or account management, excel at relationship building, and

Qualifications

• 3+ years in customer support or account management, especially client-facing roles.
• Interest in operations/logistics and how performance affects client discussions.
• Strong communication with crisp, clear messages.
• Comfort with numbers, spreadsheets, and performance reports.

Responsibilities

• Be the main contact for a portfolio of merchants, handling inquiries and issues across delivery, invoicing, and product updates.
• Onboard new merchants with system setup and integrations, guiding through Instabee tools.
• Update merchant account settings and communicate performance updates and product changes.
• Create and share performance reports to help merchants understand key metrics.
• Support invoicing tasks and coordinate with KAMs for meetings and case studies.
• Collaborate with internal teams to resolve operational issues and drive improvements.

Skills

Relationship building

Clear communication

Data analysis

Account management

Customer support

Onboarding

Dutch fluency

Proactive mindset

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.

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%.