Team Lead - Technical Support - Platforms and Financial services

This is Adyen

Adyen is the financial technology platform of choice for leading companies. We provide 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 - 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.

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!

As a Technical Support Team Lead, based in Amsterdam, you will lead a team that operates as a first point of contact for Adyen’s merchants across the globe. You will guide and develop the Technical Support team that works directly with merchants to help solve complex technical and operational questions. Day-to-day you will be working with multiple teams across Adyen, such as Operations, Engineering, Product, Account Management and Sales to provide white glove support and contribute to incubating new innovative Financial Products, turning merchants feedback into actual solutions that align with their needs.

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

What you’ll do

• Lead a customer facing team that is a key source of knowledge on the Adyen platforms and financial services/products, as well as APIs, the 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 part of the team, identify actions and work with trainers to ensure the 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 incubate new financial products and solutions by sharing insights from merchants with the Product teams

Who you are

• You are a people leader who can lead and mentor a team, helping team members grow individually and as a team. You apply focus and drive change, and have between 2-6 years of experience managing support teams.
• You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures
• You are able to serve as an escalation point to varied technical support requests and issues 
• You can make quick informed decisions and prioritize requests for both internal and external stakeholders
• You have strong communication skills and the ability to interact with others clearly and empathetically
• You 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 in order to have technical understanding of 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.