Hybrid SaaS Customer Support Agent (Europe)

Mercell; Stockholms kommun; Hybrid; SEK 320,000 - 440,000; Full time

Job summary

Mercell is seeking Customer Service Agents to join our international Support teams across Europe. You will be the first point of contact for public buyers and suppliers, delivering timely, accurate and solution‑oriented help to resolve issues and explain functionality.

We offer a hybrid work model, competitive salaries, and opportunities across multiple markets. Fluency in Swedish and English is required, with additional Nordic or European languages advantageous.

Qualifications

• 2+ years in customer service, support, helpdesk, or similar role.
• Clear, concise communication to explain technical topics.
• Structured and organized to manage multiple priorities.
• Problem-solving mindset and calm under pressure.
• Experience with support systems, CRM tools, and digital platforms.
• Fluency in Swedish and English.
• Fluency in Norwegian, Danish, Dutch, German or Finnish (market dependent).

Responsibilities

• Provide first-line support via phone, email, and digital channels to customers across 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 high customer satisfaction and meet SLAs.
• Identify recurring issues and share feedback to improve product and processes.
• Support onboarding and basic product guidance for new customers where relevant.

Skills

Customer service experience

Communication skills

Multitasking

Problem solving

CRM tools

Swedish & English fluency

Tools

CRM systems

Job description

Mercell is seeking Customer Service Agents to join our international Support teams across Europe. You will be the first point of contact for public buyers and suppliers, delivering timely, accurate and solution‑oriented help to resolve issues and explain functionality.

We offer a hybrid work model, competitive salaries, and opportunities across multiple markets. Fluency in Swedish and English is required, with additional Nordic or European languages advantageous.