Global Director of Customer Support Excellence

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Global Director of Support Excellence

Adyen is looking for an experienced Global Director of Support Excellence to lead a global org across NA, EMEA, and APAC. The Support Excellence team is responsible for driving continuous improvement initiatives to enhance Support capabilities, efficiency, and customer satisfaction.

What you’ll do

Leadership and Strategy:

• Provide leadership to the Support Excellence team, setting clear objectives and direction.
• Collaborate closely with the rest of the Support leadership to define strategy and drive critical initiatives for Support. 
• Develop and execute the Support Excellence strategy aligned with the goals of the Support team. You will be responsible for:
  • Driving product automation and self-serve initiatives including our initiatives to leverage Generative AI
  • Our global processes, procedures and ways of working and adapting these as our product evolves
  • Driving initiatives that contribute to Support’s operational excellence and improve merchant experience
  • Support’s QA strategy including framework, tooling, reporting and continuous improvement initiatives
  • Our training strategy: reducing time to impact for new starters and driving our upskilling initiatives

Team Management:

• Manage and mentor a diverse team of managers, project managers and specialists across the globe.
• Establish performance metrics and goals, conducting regular performance evaluations and feedback sessions.
• Create structure and remove complexity for your team in a fast changing environment. 

Cross-Functional Collaboration:

• Collaborate closely with product development, engineering, and commercial teams to align Support needs with product roadmaps and customer needs.
• Engage with key stakeholders to identify trends, opportunities, and challenges in the market and address them proactively.

Who you are

• Proven experience in a leadership role within a global operational organization with a strong track record of driving customer-centric initiatives and improving underlying processes.
• Demonstrated ability to lead, motivate, mentor and develop distributed teams across diverse cultures, regions and locations.
• Exceptional communication and interpersonal skills to collaborate with peers, internal teams and customers.
• In-depth knowledge of Support best practices, tools, and technologies, with a strategic mindset and the ability to align Support teams with overall business objectives.
• You are innovative, with strong problem-solving capabilities and able to define robust processes and procedures.
• Ability to drive innovation and product optimizations by effectively influencing relevant stakeholders in product and engineering.
• Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space.

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.

Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

All your information will be kept confidential according to EEO guidelines.

This role is based out of our Chicago or Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.