Technical Support Team Lead

• As a Technical Support Team Lead, 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
• 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. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams
• Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices
• 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 careers
• 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

Benefits

• Global exchange program
• Weekly happy hour
• Delicious healthy lunches
• Phantom share package
• Yearly trip to Amsterdam
• Paid holidays
• Work from home opportunities- 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 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 directly managing technical support teams
• Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space and have a tech background or strong technical affinity
• You must be willing to travel occasionally, both domestically and internationally where required