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Mollie Logo Mollie · Customer Service

Team Lead Business Support

Portugal, Lisbon · Job Posted April 12, 2026
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Job Description

As our Team Lead for Business Support in Lisbon, you will be the driving force behind our late-shift operations. Mollie is growing fast, and our customers need high-quality support beyond standard business hours. You’ll step in to lead, mentor, and scale a growing team of specialists, ensuring our service remains seamless and high-standard as we extend our reach across Europe. This isn’t just about maintaining the status quo; it’s about building. You will collaborate closely with our Netherlands-based teams to improve processes, solve complex problems, and foster a creative, international environment in our Portugal hub. You’ll have the autonomy to shape how we work after 5:00 PM Lisbon time, making a direct impact on our mission to eliminate financial bureaucracy for every merchant we serve.

Job Responsibility

  • Lead and mentor the Business Support team during late shifts (12:00 PM – 9:00 PM), ensuring consistent, high-standard customer service
  • Drive the growth of our Lisbon operations, scaling the team from its initial stages to a high-performing unit
  • Optimize evening workflows and collaboration with international teams to improve overall service delivery and process efficiency
  • Analyze team performance data to build and implement creative solutions for complex support challenges
  • Maintain rigorous oversight of KPIs and SLAs to ensure our support remains reliable and responsive during extended hours

Requirements

  • 1-3 years of experience in a management or leadership role within a fast-paced environment, ideally in fintech or payments
  • A proven track record of managing performance through KPIs and SLAs while maintaining high team engagement
  • Strong operational background with the ability to analyze data and translate it into actionable business solutions
  • Excellent communication skills, with the ability to manage expectations across both internal team members and external stakeholders
  • Fluency in English and a proactive, problem-solving mindset that thrives in a rapidly changing landscape

What we offer

  • Noise cancelling headphones
  • MacBook
  • Birthday off
  • Complimentary baby days
  • 20 days working from abroad
  • 22 holiday days
  • Commute allowance
  • Work from home budget
  • Bike lease plan
  • Internet allowance
  • Lunch voucher
  • Wellbeing program
  • Pension contribution
  • Health insurance
  • Bonus scheme
  • Equity plans
  • Referral bonus
  • Learning platform
  • Mentor program
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