Service Cloud, Team Lead

United States Digital Space LLC; Amsterdam; On-site; EUR 90,000 - 140,000; Full time

Job summary

This is the company. Amsterdam-based, we seek a Service Cloud Team Lead to guide a global Support Infrastructure team responsible for Salesforce Service Cloud, telephony, QA, and workforce management. You will shape the technology roadmap and mentor a multidisciplinary group.

You will work with the Head of AI Support Product to integrate AI capabilities, requiring strong leadership and 7+ years of Salesforce experience. This role is office-based in Amsterdam with hybrid arrangements.

Qualifications

• 7+ years of Salesforce experience with Service Cloud.
• 5+ years leading technical teams.
• Deep platform expertise across architecture, customization, automation, integrations, security, and governance.
• Strong SDLC and Agile delivery knowledge; AI/automation initiatives.

Responsibilities

• Lead and mentor Salesforce Developers, Administrators, Architects, and Business Analysts.
• Define and drive the Service Cloud roadmap and technology strategy.
• Own telephony, QA, WFM, and other tools integration for Support.
• Collaborate with Head of AI Support Product to integrate AI capabilities into the stack.
• Partner with regional stakeholders to communicate priorities, risks, and progress.

Skills

Salesforce

Team leadership

Architecture

Agile delivery

AI & automation

Stakeholder management

Tools

Salesforce Service Cloud

Integrations

Job description

This is the company

the company 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 the company, 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.

Service Cloud, Team Lead

the company’s Customer Support team operates globally with 200+ Support Engineers across ten regions. To deliver exceptional support at scale, we rely on a modern technology landscape that empowers our teams and enhances the customer experience.

As the Service Cloud Team Lead (Support Infrastructure Team Lead), you will lead the team responsible for designing, building, and evolving systems powering Customer Support. Beyond Salesforce Service Cloud, your team will own telephony, messaging, workforce management, and quality assurance tooling. You will also collaborate with the Head of AI Support Product to integrate AI capabilities, including FIN (our AI Support agent), into our tech stack. Leading Business Analysts, Salesforce Administrators, Developers, and Architects, you will foster technical excellence, define the Support technology roadmap, and deliver scalable solutions for stakeholders across the company.

What You'll Do

• Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts.

• Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability.

• Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and telephony platforms.

• Own the Service Cloud roadmap, balancing needs across global the company teams sharing the platform.

• Partner with regional and functional stakeholders, clearly communicating priorities, risks, and progress.

• Guide Salesforce architecture, integrations, and best practices while empowering team members to own implementation.

• Establish KPIs for Support technology initiatives to track business outcomes and drive continuous improvement.

Who You Are

• 7+ years of Salesforce experience (with strong Service Cloud expertise) and 5+ years directly 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.

• Adept at bridging high-level technology strategy with day-to-day execution.

• 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 leader skilled at balancing stability, technical debt, innovation, and business delivery.

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 the company.

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?

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 (hybrid); we do not offer remote-only roles.