Technical Support Team Lead
Posted Updated
Description
- 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