Head of Tech Support EMEA

Adyen; Amsterdam; Sur place; EUR 140 000 - 190 000; Plein temps

Résumé du poste

Adyen seeks a senior Head of Technical Support, EMEA, to lead a 90+ person team across the region from Amsterdam. You will shape regional support strategy, scale operations, and partner with Commercial, Product and Operations to meet the needs of large enterprise customers.

You'll drive change management, build scalable processes, and translate customer feedback into strategic actions. This is a high-impact leadership role at a global fintech company with broad cross-functional exposure.

Qualifications

• 15+ years of enterprise-level customer support management.
• Experience leading B2B frontline and technical support functions.
• Familiarity with Salesforce Service Cloud and AI automation.
• Strategic thinker able to translate feedback and data into long-term plans.
• Collaborative, low-ego leader with cross-functional influence.
• Based in Amsterdam or willing to relocate to Amsterdam.

Responsabilités

• Define and execute the regional support strategy for EMEA.
• Lead a 90+ person team with managers of managers.
• Represent support in critical customer conversations and QBRs.
• Identify opportunities to improve processes, metrics, and ways of working.
• Partner with Commercial, Product and Operations to align regional needs.
• Articulate the rationale behind new approaches and drive change.

Connaissances

Enterprise support leadership

B2B frontline & technical support

Stakeholder collaboration

Change management

Outils

Salesforce Service Cloud

Generative AI & automation

Description du poste

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 - 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 Adyen.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

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. Learn more about our hiring process here . Don’t be afraid to let us know if you need more flexibility.

This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.