Technical Support • Lead

Who you are

You have a proven track record in leading customer support teams, ideally within the financial technology sector. Your experience includes managing teams that provide technical assistance and support to clients, ensuring high levels of customer satisfaction. You possess excellent communication skills, allowing you to effectively convey complex technical information to both technical and non-technical stakeholders. You thrive in a fast-paced environment and are adept at problem-solving, ensuring that your team can address and resolve issues efficiently.

You understand the importance of collaboration across departments, having worked closely with teams such as Operations, Engineering, and Product Management. Your ability to foster a positive team culture and motivate your team members is key to your leadership style. You are also comfortable working in a 24/7 operational environment, adapting to the needs of a global client base.

What you'll do

As the Team Lead for Technical Support at Adyen, you will oversee a team that serves as the first point of contact for merchants seeking assistance with the Adyen platform. You will be responsible for guiding your team in providing exceptional service, ensuring that they have the necessary knowledge and resources to assist clients effectively. Your role will involve developing training programs to enhance your team's technical skills and product knowledge, enabling them to handle complex inquiries with confidence.

You will collaborate with various internal teams to streamline processes and improve the overall customer experience. This includes working closely with Engineering to relay customer feedback and identify areas for product improvement. You will also be involved in setting performance metrics for your team, monitoring their progress, and providing constructive feedback to help them grow in their roles.

In addition to leading your team, you will play a crucial role in maintaining the high standards of service that Adyen is known for. You will be expected to stay updated on industry trends and best practices in technical support, ensuring that your team remains at the forefront of customer service excellence.

What we offer

Adyen offers a dynamic work environment where you can make a significant impact on the customer experience. You will have the opportunity to work with a diverse team of professionals who are passionate about technology and customer service. The role includes a hybrid work setup, allowing for flexibility in your work location while still fostering team collaboration in the Amsterdam office. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.