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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 Customer Support Infrastructure team, responsible for designing, building, and evolving the technology systems that power Adyen's globally distributed Customer Support organization of 200+ Support Engineers across ten regions. Your team will own and maintain Salesforce Service Cloud, telephony systems, messaging platforms, workforce management tools, and quality assurance tooling. You will also collaborate with the Head of AI Support Product to integrate AI capabilities, including FIN (Adyen's AI Support agent), into the support technology stack.
You will manage a multidisciplinary team of Business Analysts, Salesforce Administrators, Developers, and Architects. Your responsibilities include:
- Leading, mentoring, and developing technical team members across multiple disciplines
- Optimizing planning, release practices, and cross-functional collaboration to improve delivery speed, quality, and predictability
- Defining and executing the Customer Support technology strategy, balancing Salesforce Service Cloud alongside QA, workforce management, and telephony platforms
- Owning the Service Cloud roadmap while managing competing needs from global Adyen teams that share the platform
- Partnering with regional and functional stakeholders to communicate priorities, risks, and progress
- Guiding Salesforce architecture, integrations, and best practices while empowering team members to own implementation
- Establishing KPIs for Support technology initiatives to track business outcomes and drive continuous improvement
You will bridge high-level technology strategy with day-to-day execution, fostering technical excellence and delivering scalable solutions across the organization.
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
- 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 approach balancing stability, technical debt, innovation, and business delivery
