Head of Tech Support EMEA

EngineersOfAI; Amsterdam; On-site; EUR 140,000 - 190,000; Full time

Job summary

Adyen seeks a strategic Head of Support, EMEA to lead a 90+ person technical and operational team across the region. You will define the regional strategy, drive performance, and partner with Commercial, Product, and Operations to align on regional needs and feature readiness.

You’ll influence critical customer conversations, shape the support organization’s evolution, and ensure a scalable, best-in-class experience for large enterprise clients in the EMEA region.

Qualifications

• 15+ years of enterprise-level customer support experience.
• Experience scaling regional/global support teams (50+ FTE).
• Proven B2B frontline, tiered, and technical support leadership.
• Strategic thinker who translates feedback into long-term plans.
• Ability to collaborate across Support, Commercial, Product and Operations.
• Willingness to relocate to Amsterdam.

Responsibilities

• Define and execute regional support strategy for EMEA.
• Lead a 90+ person team, with managers of managers.
• Represent support in customer conversations and QBRs.
• Drive change management and continuous process improvements.
• Partner with Commercial, Product, and Operations for regional alignment.

Skills

Enterprise-level support

Global/Regional leadership

B2B frontline support

Generative AI

Strategic thinking

Cross-functional collaboration

Salesforce Service Cloud

Tools

Salesforce Service Cloud

Job description

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Facebook, 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 can 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.

Head of Technical Support, EMEA

Adyen is seeking a strategic and experienced support leader to serve as our next Head of Support, EMEA. This individual will lead a 90+ person team, overseeing all technical support activities in this key region for our business. You will play a pivotal role in evolving the support function—from a strong operational foundation to a more strategic, mature, and scalable model that reflects Adyen’s global ambitions.

You’ll work closely with senior leaders across Support, Commercial, Product, and Operations to ensure our support experience meets the needs of some of the largest and most innovative businesses in the world. This role is perfect for a builder—someone excited to drive change management, shape strategy, and create structure as we continue to scale.

What You’ll Do

• Lead a high-performing technical and operational support team across EMEA with direct reports who are managers of managers. Empower team leads and help the broader team grow into their next chapter.
• You will be responsible to define and execute the regional support strategy and contribute to the overall strategy and success of the EMEAregions.
• Represent support in critical customer conversations and QBRs. Translate customer feedback into clear, actionable strategies that improve the support experience.
• Identify opportunities to improve processes, metrics, and ways of working. Create an environment of continuous improvement that drives impact.
• Partner closely with and influence Commercial, Product and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations.
• Confidently drive change and articulate the “why” behind new approaches, even when they challenge legacy processes.

Who You Are

• 15+ years of experience in enterprise-level customer support, with a track record of managing and scaling regional or global support organizations (50+ FTE).
• Experience leading B2B frontline, tiered, and technical support functions in complex environments; ideally in fast-growth or scale-up stages.
• Deep familiarity with ticketing systems such as Salesforce Service Cloud and significant work history in successful customer-facing and agent-facing generative AI and impactful automation.
• A strategic thinker who can translate customer feedback and performance data into long-term plans.
• A collaborative, low-ego leader who builds strong relationships across functions and regions.
• Curious and adaptive—you listen first, understand context, and approach change with both empathy and conviction.
• Based in (or willing to relocate to) Amsterdam to be close to your team and regional stakeholders.

Why Adyen?

This is a rare opportunity to step into a senior support leadership role at a global fintech company at a pivotal point in its growth journey. You’ll lead a strong team that’s ready for its next evolution—and help define what best-in-class technical support looks like for the Americas region. You’ll have exposure to global strategy, world-class customers, and the chance to shape how support scales across one of Adyen’s most important markets.

Our Diversity, Equity and Inclusion commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at A