Head of Technical Support EMEA

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.

Digital & Unified Commerce Support Manager, EMEA

Join Adyen to lead and shape the future of customer support for our largest customer pillars. As our Digital (online) & Unified Commerce (omnichannel retail) Support Manager for EMEA, you will be at the heart of our customer experience, empowering a 60+ person team to deliver world-class technical support that drives customer loyalty and fuels Adyen's growth.

In this role you will play a crucial role in translating our strategy towards execution for our Digital and Unified Commerce support and be accountable for the customer experience and quality of the work of your team.

You’ll work closely with senior leaders across Support, Commercial, Product and Operations to ensure our support experience meets the needs of our Digital and Unified Commerce customers. 

What You’Ll Do

• Lead a high-performing technical support team in Amsterdam (60+)
• Directly work with six support leaders. Coach and grow your leadership team towards strong operational delivery as well as team development and growth
• Together with other global Support leaders, turn our strategy for our Digital and Unified Commerce customers into execution. Own the customer experience for these customers and innovate to meet their needs. Ensure there is global alignment
• Be accountable for the operational consistency and quality of your team’s work: driving key metrics like Customer Satisfaction (CSAT), Time to Resolution (TTR), and First Contact Resolution (FCR).
• Produce operational insights and effectively surface risk and insights to inform our direction. Celebrate success with your teams and highlight outstanding performance
• Be a senior point of escalation. Translate customer feedback into clear, actionable strategies that measurably improve the support experience.
• Identify opportunities to improve processes, metrics, and ways of working. Create an environment of continuous improvement that drives impact. 
• Confidently drive change and articulate the “why” behind new approaches, even when they challenge legacy processes. 

Who You Are

• A track record of managing and scaling organizations (50+ FTE). 3+ years experience managing leaders and creating high performing teams through them
• Experience leading enterprise-level technical support teams in complex environments; ideally in fast-growth or scale-up stages is strongly preferred
• Familiarity with ticketing systems such as Salesforce Service Cloud
• Experience translating strategic plans into operational execution
• A collaborative, low-ego leader who builds strong relationships across functions and regions. You lead with empathy, prioritize the development of your people, and believe that the best ideas can come from anywhere
• Comfortable with creating insights through data and influencing change
• Operational affinity and a strive to closely understand the operational reality of your teams

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.