Team Lead Operational Support

This is Adyen

Adyen 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 Facebook, Uber, H&M, eBay, and Microsoft. To maintain our momentum, we need people to join us in finding new ways of solving our unique challenges - people like you.

Team Lead Operational Support - Payments and Financial Products

We are seeking an Operational Support Team Lead to join our rapidly growing company and take charge of expanding our Operational Support Team in our main support hub in Amsterdam. As the Team Lead, you will play a crucial role in shaping the future of our organization and developing a new support team!

Where you will lead a team that operates as a first interface with Adyen’s merchants across the globe. You will guide the team to directly work with the technical teams of our amazing merchant base. Changes you make for them have an immediate impact on their capacity to accept payments, optimize their use of our embedded financial products, and expand their business. In order to do this, you will be working closely with multiple different teams, such as Sales, Account Management, Product Development and the Technical Support teams.

Your team is extremely merchant-focused, highly motivated, and thrives on shared success. You will be expected to guide and expand an international team with diverse backgrounds and skill sets.

What you’ll do

• Expand the Operational Support Team in our Amsterdam Support Hub.
• Lead a team that holds a key source of knowledge on the Adyen platform and Adyen's financial products
• Develop a culture where training and development are part of the team, identify actions and work with trainers to ensure the skills and knowledge are cultivated effectively.
• Coach and mentor members of the Operational Support Team to fully prepare them to resolve operational and technical challenges for Adyen’s merchants and grow their careers.
• Ensure effective and consistent communication within the team while encouraging customers’ feedback and insights in order to enhance their experience.
• Engage with stakeholders from various teams (Sales, Account Management, Product Development, Technical Support), contribute to incubate new financial products by sharing insights from merchants with the Product teams.
• Institute accountability, track team progress, metrics and success, and present results to Senior Leadership

Who you are

• You have excellent customer service and communication skills.
• You are a people leader who can apply focus and drive change and have between 3-6 years of experience managing and mentoring support teams. 
• You have prior experience working in an international setting, and you are competent at managing support for merchants & stakeholders across the world.
• You are innovative, with strong problem-solving capabilities and able to define robust support processes and procedures.
• You are able to serve as an escalation point to varied support requests and challenges.
• A technical background or affinity is a plus but is not required, however you must have had support experience within Finance, Banking, Issuing, or providing support for Financial products.
• You must have the capacity to occasionnaly travel when required, both domestically and abroad.

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; we do not offer remote-only roles.