Service Cloud Team Lead — AI-Driven Support Platform

EngineersOfAI; Amsterdam; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Adyen is hiring a Service Cloud Team Lead to steer the Customer Support technology stack and power our global support operations. You will lead Salesforce Developers, Administrators, Architects, and Business Analysts to deliver scalable, secure solutions across the platform.

You’ll own the Service Cloud roadmap, partner with stakeholders, and drive AI-enabled capabilities while maintaining delivery velocity and architectural integrity across Adyen’s global teams.

Qualifications

• 7+ years of Salesforce experience with strong Service Cloud expertise.
• 5+ years of direct experience leading technical teams.
• Deep platform expertise across architecture, customization, automation, integrations, security.
• Proven coaching ability and stakeholder management.
• Solid understanding of SDLC, Agile delivery, and AI/automation initiatives.

Responsibilities

• 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 QA, WFM, and telephony platforms.
• Own the Service Cloud roadmap, balancing needs across global Adyen teams.
• 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.

Skills

Salesforce

Team leadership

Stakeholder management

Agile delivery

AI / automation initiatives

SDLC

Enterprise integrations

Tools

Salesforce Service Cloud

Quality Assurance tooling

Workforce management (WFM)

Telephony platforms

Job description

Adyen is hiring a Service Cloud Team Lead to steer the Customer Support technology stack and power our global support operations. You will lead Salesforce Developers, Administrators, Architects, and Business Analysts to deliver scalable, secure solutions across the platform.

You’ll own the Service Cloud roadmap, partner with stakeholders, and drive AI-enabled capabilities while maintaining delivery velocity and architectural integrity across Adyen’s global teams.