Since 2004, we've had one clear goal: to make payments and money management effortless for every business in Europe. Today, more than 300,000 companies use Mollie to get paid, manage money and grow – with products designed to be simple, scalable, and dependable. With 950+ Mollies across 14+ locations, we care deeply about autonomy and craft. So we work in small teams, with real ownership, and we trust you to make the right decisions. We're building for the long term, so we provide the tools you need, processes you can rely on, and a balanced work environment to help you do work you're proud of. Sound like your kind of place? Let's build together. Your impact
Customer support is one of the most direct touchpoints between Mollie and the businesses we serve. As an Analytics Engineer on the Support Optimization team in Lisbon, you'll make sure the people running that support function have the data, visibility, and insight they need to operate at their best. You'll help build and maintain the analytical infrastructure that keeps our support teams sharp, from defining the KPIs that measure what actually matters, to building the real-time reporting that helps teams act on what they see. You'll also play a meaningful role in two significant transitions: our platform migration from Zendesk to Open, and the rollout of AI-powered support agents. Your analysis will directly shape how those changes land while continuously providing insights that can drive improvement for operations
This is a role for someone who is comfortable working close to the operational detail, building things that get used every day, and asking the right questions before reaching for the data. What you'll ship
Dashboards in Omni that give support teams clear, reliable visibility into performance and operations
Data models in dbt that create a solid, maintainable foundation for support analytics
Real-time reporting via Plecto that surfaces operational insights when they're actually needed
KPI frameworks that define how support performance is measured and tracked across teams
Impact analyses on the introduction of AI customer support agents, helping the business understand what's working and what needs to change
Reports and presentations that translate data into clear recommendations for stakeholders. This can include but not limited to:
Common trends for agent performance
Insights on contact rate deepdives
Impact assessment on incidents
What you'll bring
years of experience in analytics engineering, data analytics, business intelligence, or equivalent demonstrable experience using data to help businesses. - Advanced SQL proficiency and a strong understanding of data modeling principles. - Proven experience building and scaling data models using dbt or an equivalent stack (e.g., SQL + Airflow). - Deep experience with at least one modern BI or data visualization tool (e.g. Looker, Tableau, etc.). - A track record of taking raw, complex data sources and modeling them into useful, clean, production-ready datasets. - The ability to translate business problems into data questions and clearly communicate findings to non-technical partners. Grow your way
At Mollie, growth is personal. We believe everyone should have the chance to develop their skills, explore new challenges and shape their career on their own terms. You'll get regular feedback and performance reviews to support your development, with fair and transparent salary reviews along the way. Many Mollies move into new roles or take on new projects to stretch themselves, and we actively hire from within to help you take the next step. No matter if you're aiming for promotion, exploring a different career path or building new skills, you'll be supported with the tools, trust and opportunities to grow your way. Unlock your full potential and join us to eliminate financial bureaucracy
If you're excited by the idea of building what's next, for yourself and for thousands of businesses across Europe, we'd love to hear from you. Apply with your CV (in English) using the form below. Want a peek behind the scenes? Check out what life at Mollie is really like. AI at Mollie
We believe in Always Be Shipping, and AI brings that philosophy to life across every team, every role, every day. AI is core to how we build. It helps us move faster, simplify work and make smarter decisions, creating real impact for the businesses we serve. We're looking for people who are excited to use AI to shape the future of finance with us.
