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Adyen is a global financial technology platform providing payments, data, and financial products for enterprise customers including Meta, Uber, H&M, and Microsoft.
You will lead the Service Cloud and Support Infrastructure team, responsible for designing, building, and evolving the technology systems that power Adyen's global Customer Support operations. The team spans 200+ Support Engineers across ten regions and manages Salesforce Service Cloud, telephony, messaging, workforce management, and quality assurance tooling. You will collaborate with the Head of AI Support Product to integrate AI capabilities, including FIN (Adyen's AI Support agent), into the tech stack.
Your team will include Business Analysts, Salesforce Administrators, Developers, and Architects. You will be responsible for fostering technical excellence, defining the Support technology roadmap, and delivering scalable solutions for stakeholders across the organization.
Key responsibilities:
- Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts
- Optimize planning, release practices, and cross-functional collaboration to improve delivery speed, quality, and predictability
- Define and execute the Customer Support technology strategy, including Service Cloud and complementary tools (QA, WFM, telephony)
- Own the Service Cloud roadmap, balancing needs across global teams sharing the platform
- Partner with regional and functional stakeholders, communicating priorities, risks, and progress
- Guide Salesforce architecture, integrations, and best practices while empowering team members to own implementation
- Establish KPIs for Support technology initiatives to track business outcomes and drive continuous improvement
Adyen values diverse perspectives and creates an environment where people can own their careers. The company is motivated by solving unique technical challenges at scale and delivering innovative, ethical solutions.
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, capable of influencing both technical and business audiences
- Collaborative leadership style balancing stability, technical debt, innovation, and business delivery
