Team Lead - Technical Support

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Technical Lead - Technical Support

As a Technical Support Team Lead, you will lead a team that operates as a first point of contact for Adyen's merchants across the globe. You will guide and develop the Technical Support team that works directly with merchants to help solve complex technical and operational questions. Day-to-day you will be working with multiple teams across Adyen, such as Operations, Engineering, Product, Account Management and Sales to provide white glove service and support.

Our team is merchant-focused, highly motivated and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate throughout time zones using a follow the sun principle. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams.

What you'll do

• Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices
• Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices and developing global alignment as we scale
• Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen's merchants and grow their careers
• Help define and clearly communicate objectives and key results for the Support team
• Institute accountability, track team progress and success, and present results to Senior Leadership

Who you are

• You are a people leader who can lead and mentor a team, helping team members grow individually and as a team. You apply focus and drive change, and have between 2-6 years of experience directly managing technical support teams.
• You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures
• You are able to serve as an escalation point to varied technical support requests and issues
• You can make quick informed decisions and prioritize requests for both internal and external stakeholders
• You have strong communication skills and the ability to interact with others clearly and empathetically
• Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space and have a tech background or strong technical affinity
• You must be willing to travel occasionally, both domestically and internationally where required

Total rewards & compensation

• The annual base salary range for this role is $125,000-175,000.
• Compensation is based on factors including qualifications, experience, and location.
• Total compensation package includes equity (RSUs), 401(k), health, dental, vision, and more.

In-office expectations

• This role is based in our Chicago office.
• We're an office-first company and expect employees to work in-office at least 3 days a week on average.
• This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while also supporting flexibility.

Diversity, Equity, and Inclusion at Adyen

• We actively seek different perspectives to sharpen our ideas.
• Our unique culture is a product of our diverse backgrounds and experiences.
• No matter who you are or where you're from, you're welcome to be your true self at Adyen.

If you need accommodations or support during the recruitment process to perform at your best, you'll have the opportunity to let our team know in your application. We encourage people from all backgrounds and abilities to apply.

What's next?

• Ensuring a smooth and enjoyable candidate experience is critical for us.
• We aim to get back to you regarding your application within 5 business days.
• Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role.
• If you have specific time constraints, please communicate them with your recruiter, and we'll do our best to accommodate them where possible.