Lead, Platforms and Financial services support

Lead, Platforms and Financial services support at Adyen

Adyen is the financial technology platform of choice for leading companies, providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution for customers like Meta, Uber, H&M, Ebay and Microsoft. Everything we do at Adyen is engineered for ambition, fostering an environment where our people succeed, backed by a culture of support.

We are motivated individuals tackling unique technical challenges at scale, solving them as a team to deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Team Lead Technical Support - Platforms and Financial services

We are seeking a Technical Support Team Lead to join our rapidly growing company and take charge of our Platforms and Financial services Support Team in our main Tech support hub in Amsterdam. As the Team Lead, you will play a crucial role in shaping the future of our organization and developing a dedicated support team!

Based in Amsterdam, you will lead a customer-facing team that serves as the first point of contact for Adyen’s global merchants, guiding and developing Technical Support Engineers to solve complex technical and operational questions. You will collaborate daily with various Adyen teams, including Operations, Engineering, Product, Account Management, and Sales, to provide white-glove support. This role also involves contributing to the incubation of new innovative Financial Products, translating merchant feedback into actual solutions that align with their needs.

Our team is merchant-focused, highly motivated, and thrives on shared success. You will be part of an international team with diverse backgrounds and skill sets. Adyen operates 24/7, using a 'follow the sun' principle, relying on collaboration between Support Teams in different regions. Our extensive payments knowledge and technical skillset are our most valuable assets to both merchants and internal teams.

What You’ll Do

• Lead a customer-facing team, acting as a key source of knowledge on Adyen's platforms, financial services/products, APIs, underlying technology stack, and industry-standard integration methods.
• Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices, and developing global alignment as we scale.
• Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen’s merchants and grow their own careers.
• Develop a culture where training and development are integral, identify actions, and work with trainers to ensure skills and knowledge are cultivated effectively.
• Help define and clearly communicate objectives and key results for the Support team.
• Institute accountability, track team progress and success, and present results to Senior Leadership.
• Contribute to incubating new financial products and solutions by sharing insights from merchants with the Product teams.

Who You Are

• A people leader who can lead and mentor a team, helping team members grow individually and as a team, with 2-6 years of experience managing support teams.
• Innovative, adept at dealing with ambiguity, possessing strong problem-solving capabilities, and enjoying establishing processes and procedures.
• Able to serve as an escalation point for varied technical support requests and issues.
• Capable of making quick, informed decisions and prioritizing requests for both internal and external stakeholders.
• Possess strong communication skills and the ability to interact with others clearly and empathetically.
• Have support experience within Payments, Finance, Banking, Issuing, or providing support for Financial products.
• A technical background is a plus, however you must have technical understanding and be willing to upskill to grasp technical integration topics (APIs).
• Must be willing to travel occasionally, both domestically and internationally where required.

Our Diversity, Equity and Inclusion commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration (3 days a week); we do not offer remote-only roles.

Key skills/competency

• Technical Support
• Team Leadership
• Financial Services
• Payments Industry
• API Integration
• Merchant Support
• Problem Solving
• Process Improvement
• Coaching & Mentoring
• Stakeholder Management