Service Cloud Team Lead, AI-Enabled Support Platform

Adyen; Amsterdam; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

Adyen, a global fintech platform, seeks a Service Cloud Team Lead to design, build, and evolve systems powering Customer Support. You will lead Salesforce Developers, Administrators, Architects, and Business Analysts, guiding architecture and integrations while shaping the tech roadmap.

You will coach engineers, own the Service Cloud strategy, and drive performance metrics and continuous improvement across regions. Amsterdam-based, hybrid, in-person collaboration is valued.

Qualifications

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

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 other tools such as QA, WFM, and telephony platforms.
• Own the Service Cloud roadmap, balancing needs across global Adyen 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.

Skills

Salesforce

Service Cloud

Leadership

Stakeholder management

Tools

Salesforce Administrators

QA

WFM

Job description

Adyen, a global fintech platform, seeks a Service Cloud Team Lead to design, build, and evolve systems powering Customer Support. You will lead Salesforce Developers, Administrators, Architects, and Business Analysts, guiding architecture and integrations while shaping the tech roadmap.

You will coach engineers, own the Service Cloud strategy, and drive performance metrics and continuous improvement across regions. Amsterdam-based, hybrid, in-person collaboration is valued.