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.
Service Cloud, Team Lead
Adyen’s Customer Support team operates globally with 200+ Support Engineers across ten regions. To deliver exceptional support at scale, we rely on a modern technology landscape that empowers our teams and enhances the customer experience.
As the Service Cloud Team Lead (Support Infrastructure Team Lead), you will lead the team responsible for designing, building, and evolving systems powering Customer Support. Beyond Salesforce Service Cloud, your team will own telephony, messaging, workforce management, and quality assurance tooling. You will also collaborate with the Head of AI Support Product to integrate AI capabilities, including FIN (our AI Support agent), into our tech stack. Leading Business Analysts, Salesforce Administrators, Developers, and Architects, you will foster technical excellence, define the Support technology roadmap, and deliver scalable solutions for stakeholders across Adyen.
What You'll Do
- Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts.
- Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability.
- Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and telephony platforms.
- Own the Service Cloud roadmap, balancing needs across global Adyen teams sharing the platform.
- Partner with regional and functional stakeholders, clearly communicating priorities, risks, and progress.
- Guide Salesforce architecture, integrations, and best practices while empowering team members to own implementation.
- Establish KPIs for Support technology initiatives to track business outcomes and drive continuous improvement.
Who You Are
- 7+ years of Salesforce experience (with strong Service Cloud expertise) and 5+ years directly leading technical teams.
- Deep platform expertise across architecture, customization, automation, integrations, security, and governance.
- Proven track record of coaching and developing technical engineers and administrators.
- Adept at bridging high-level technology strategy with day-to-day execution.
- Strong understanding of SDLC, Agile delivery, enterprise system integrations, and AI/automation initiatives.
- Excellent stakeholder management skills, capable of influencing both technical and business audiences.
- Collaborative leader skilled at balancing stability, technical debt, innovation, and business delivery.
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 (hybrid); we do not offer remote-only roles.
Skills Required
- 7+ years of Salesforce experience with strong Service Cloud expertise.
- 5+ years directly leading technical teams.
- Deep platform expertise across architecture, customization, automation, integrations, security, and governance.
- Proven track record of coaching and developing technical engineers and administrators.
- Strong understanding of SDLC, Agile delivery, and enterprise system integrations.
- Experience with AI/automation initiatives and integrating AI capabilities into support tooling.
- Excellent stakeholder management and communication skills with technical and business audiences.
- Ability to balance stability, technical debt, innovation, and business delivery.
What the Team is Saying
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Adyen Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is considered comprehensive in key markets, with medical, dental, vision, and mental‑health benefits outlined and core healthcare listed among the global essentials. U.S. materials also reference FSAs/HSAs alongside strong day‑to‑day support.
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Leave & Time Off Breadth — Time off is framed as generous, with “unlimited PTO” and paid holidays/sick leave listed for U.S. hubs. Location pages emphasize flexibility while noting specifics can vary by country and office.
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Flexible Benefits — Adyen+ stands out as a monthly, flexible allowance that can be directed to childcare, language courses, wellness, or home‑office setups. This complements commuter benefits and daily in‑office lunch within a location‑specific package.
Adyen Insights
What We Do
Adyen (ADYEN:AMS) is the financial technology platform of choice for leading companies. By providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution, Adyen helps businesses achieve their ambitions faster. With offices around the world, Adyen works with the likes of Meta, Uber, H&M, eBay, and Microsoft.
Why Work With Us
At Adyen, everything we do is engineered for ambition. We started with payments, at a time when providers offered services based on a patchwork of systems built on outdated infrastructure. Ambition demanded more. So we set off to build a financial technology platform for the modern era, entirely in-house, from the ground up.
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Adyen Teams
Adyen Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We believe that in-person collaboration is the best route to building genuine connection. We’re an office-first company that offers flexibility when needed. We trust our team to act with autonomy and make good choices.
