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Adyen is a global financial technology platform providing payments, data, and financial products for enterprises like Meta, Uber, H&M, and Microsoft.
You will lead the Customer Support Technology team, responsible for designing, building, and evolving systems that power Adyen's global support operations across 200+ Support Engineers in ten regions. As Support Infrastructure Team Lead, you will manage a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts. Your scope extends beyond Salesforce Service Cloud to include telephony, messaging, workforce management, and quality assurance tooling.
Key responsibilities include:
- Leading, mentoring, and developing technical team members across multiple disciplines
- Defining and executing the Customer Support technology strategy, including Service Cloud and complementary platforms
- Owning the Service Cloud roadmap while balancing needs across global Adyen teams
- Optimizing planning, release practices, and cross-functional collaboration to improve delivery speed, quality, and predictability
- Partnering with regional and functional stakeholders to communicate priorities, risks, and progress
- Guiding Salesforce architecture, integrations, and best practices while empowering team ownership
- Collaborating with the Head of AI Support Product to integrate AI capabilities (including FIN, Adyen's AI Support agent) into the tech stack
- Establishing KPIs for Support technology initiatives to track business outcomes and drive continuous improvement
The role is based in Amsterdam with a hybrid, office-first culture emphasizing in-person collaboration.
REQUIREMENTS:
- 7+ years of Salesforce experience with strong Service Cloud expertise
- 5+ years of direct experience leading technical teams
- Deep platform expertise across architecture, customization, automation, integrations, security, and governance
- Proven track record of coaching and developing technical engineers and administrators
- Ability to bridge high-level technology strategy with day-to-day execution
- Strong understanding of SDLC, Agile delivery, enterprise system integrations, and AI/automation initiatives
- Excellent stakeholder management skills with ability to influence both technical and business audiences
- Collaborative leadership style balancing stability, technical debt, innovation, and business delivery
