Service Cloud Team Lead
Adyen is a financial technology company providing a unified platform for payments, data, and financial products. It serves global enterprises, retailers, platforms, marketplaces, and other high-growth businesses.
Projects
About Adyen
Adyen provides payment processing and financial technology services through a single platform. Its offerings include online and in-person payments, payment methods, risk management, authentication, revenue optimization, issuing, payouts, liquidity management, embedded accounts, and capital. Adyen typically serves global enterprises, retailers, SaaS platforms, marketplaces, and other high-growth businesses.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the team responsible for designing, building, and evolving Customer Support systems across Salesforce Service Cloud, telephony, messaging, workforce management, quality assurance tooling, and AI capabilities. You will develop team members, define the technology roadmap, guide architecture and integrations, manage stakeholder priorities, and establish KPIs for continuous improvement.
Requirements
- 7+ years of Salesforce experience with strong Service Cloud expertise
- 5+ years directly leading technical teams
- Expertise in Salesforce architecture, customization, automation, integrations, security, and governance
- Experience coaching and developing technical engineers and administrators
- Understanding of SDLC, Agile delivery, enterprise system integrations, and AI or automation initiatives
- Excellent stakeholder management skills
Responsibilities
- Lead, mentor, and develop Salesforce Developers, Administrators, Architects, and Business Analysts
- Optimize planning, release practices, and cross-functional collaboration
- Define and execute the Customer Support technology strategy
- Own the Service Cloud roadmap
- Partner with regional and functional stakeholders
- Guide Salesforce architecture, integrations, and best practices
- Establish KPIs for Support technology initiatives