Head of Technical Support EMEA
Adyen is a Dutch financial technology company providing global payment acceptance.
Projects
About Adyen
Adyen N.V. operates a unified financial technology platform for businesses. Its services cover online, in-person, and in-app payments; acquiring; payment methods; risk and authentication; platforms and marketplaces; payouts; card issuing; business accounts; capital; and liquidity management.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead a large regional technical and operational support organization, define and execute support strategy, represent support in customer conversations and business reviews, and turn customer feedback into improvements. You will improve processes, metrics, and operating practices, partner across business functions, and guide organizational change as support scales.
Requirements
- 15+ years of enterprise-level customer support experience
- Experience managing and scaling regional or global support organizations of 50+ FTE
- Experience leading B2B frontline tiered and technical support functions
- Experience with Salesforce Service Cloud or similar ticketing systems
- Experience with customer-facing and agent-facing generative AI
- Experience with impactful automation
- Strategic planning using customer feedback and performance data
- Collaborative leadership and relationship-building skills
- Based in or willing to relocate to Amsterdam
Responsibilities
- Lead and scale the technical and operational support organization across EMEA
- Define and execute the regional support strategy
- Represent support in customer conversations and QBRs
- Translate customer feedback into actionable strategies
- Improve support processes metrics and ways of working
- Partner with Commercial Product and Operations on regional needs
- Drive change and communicate the rationale for new approaches
- Develop managers and team leads
