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Adyen is a global financial technology platform providing payments, data, and financial products to enterprise customers including Meta, Uber, H&M, and Microsoft. The company operates a 200+ person Customer Support team across ten regions, supported by modern infrastructure and tooling.
As Service Cloud Team Lead, you will lead the Support Infrastructure team responsible for designing, building, and maintaining systems that power global customer support operations. Your team will own 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 Adyen's FIN AI Support agent, into the technology stack.
You will manage a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts. Key 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, including Service Cloud and complementary tools (QA, WFM, telephony)
- Owning the Service Cloud roadmap while balancing needs across global teams sharing the platform
- Partnering with regional and functional stakeholders to communicate priorities, risks, and progress
- Guiding Salesforce architecture, integrations, and best practices while empowering team ownership
- Establishing KPIs for Support technology initiatives to track business outcomes and drive continuous improvement
You bring 7+ years of Salesforce experience with strong Service Cloud expertise and 5+ years of direct technical team leadership. You have deep platform expertise across architecture, customization, automation, integrations, security, and governance. You are skilled at coaching and developing technical engineers and administrators, bridging high-level strategy with day-to-day execution. You understand SDLC, Agile delivery, enterprise system integrations, and AI/automation initiatives. You excel at stakeholder management with both technical and business audiences, and you balance stability, technical debt, innovation, and business delivery.
