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Adyen is seeking an experienced support leader to serve as Head of Technical Support for the EMEA region. You will lead a 90+ person team overseeing all technical support activities across this key region, managing direct reports who are themselves managers of managers. This role offers the opportunity to evolve the support function from a strong operational foundation into a more strategic, mature, and scalable model aligned with Adyen's global ambitions.
Key responsibilities include leading a high-performing technical and operational support team across EMEA, defining and executing regional support strategy while contributing to overall EMEA regional success. You will represent support in critical customer conversations and quarterly business reviews, translating customer feedback into actionable strategies that improve the support experience. The role requires identifying opportunities to improve processes, metrics, and ways of working while creating an environment of continuous improvement.
You will partner closely with Commercial, Product, and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations. This is a builder role—you'll confidently drive change management, articulate the rationale behind new approaches, and help shape the future of support at a global fintech platform.
Required qualifications include 15+ years of enterprise-level customer support experience with a track record of managing and scaling regional or global support organizations (50+ FTE). You should have experience leading B2B frontline, tiered, and technical support functions in complex, fast-growth environments. Deep familiarity with ticketing systems like Salesforce Service Cloud and proven success implementing customer-facing and agent-facing generative AI and automation are essential.
You are a strategic thinker who translates customer feedback and performance data into long-term plans. You are a collaborative, low-ego leader who builds strong relationships across functions and regions. You are curious and adaptive—listening first, understanding context, and approaching change with both empathy and conviction. You are based in or willing to relocate to Amsterdam to be close to your team and regional stakeholders.
