The opportunity
Adyen provides payments, data, and financial products in a single solution for customers like Facebook, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.
What you'll do
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.
What they're looking for
- + 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.
