Head of Tech Support

Who you are

• 15+ years of experience in enterprise-level customer support, with a track record of managing and scaling regional or global support organizations (50+ FTE)
• Experience leading B2B frontline, tiered, and technical support functions in complex environments; ideally in fast-growth or scale-up stages
• Deep familiarity with ticketing systems such as Salesforce Service Cloud and significant work history in successful customer-facing and agent-facing generative AI and impactful automation
• A strategic thinker who can translate customer feedback and performance data into long-term plans
• A collaborative, low-ego leader who builds strong relationships across functions and regions
• Curious and adaptive—you listen first, understand context, and approach change with both empathy and conviction
• Based in (or willing to relocate to) Amsterdam to be close to your team and regional stakeholders
• 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 the job involves

• Adyen is seeking a strategic and experienced support leader to serve as our next Head of Support, EMEA. This individual will lead a 90+ person team, overseeing all technical support activities in this key region for our business
• You will play a pivotal role in evolving the support function—from a strong operational foundation to a more strategic, mature, and scalable model that reflects Adyen’s global ambitions
• You’ll work closely with senior leaders across Support, Commercial, Product, and Operations to ensure our support experience meets the needs of some of the largest and most innovative businesses in the world. This role is perfect for a builder—someone excited to drive change management, shape strategy, and create structure as we continue to scale
• Lead a high-performing technical and operational support team across EMEA with direct reports who are managers of managers. Empower team leads and help the broader team grow into their next chapter
• You will be responsible to define and execute the regional support strategy and contribute to the overall strategy and success of the EMEAregions
• Represent support in critical customer conversations and QBRs. Translate customer feedback into clear, actionable strategies that improve the support experience
• Identify opportunities to improve processes, metrics, and ways of working. Create an environment of continuous improvement that drives impact
• Partner closely with and influence Commercial, Product and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations
• Confidently drive change and articulate the “why” behind new approaches, even when they challenge legacy processes

Benefits

• Global exchange program
• Weekly happy hour
• Delicious healthy lunches
• Phantom share package
• Yearly trip to Amsterdam
• Paid holidays
• Work from home opportunities