Service Cloud Team Lead - Salesforce, AI & Support Platform

Adyen

Amsterdam

Hybrid

EUR 100,000 - 140,000

Full time

9 days ago

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Job summary

Adyen 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 while shaping the technology roadmap across global teams.

With 7+ years in Salesforce and 5+ years leading technical teams, you’ll bridge strategy and execution, drive SDLC and Agile practices, and own the Service Cloud platform and integrations to enable scalable support solutions.

Qualifications

7+ years of Salesforce experience with strong Service Cloud expertise.
5+ years direct leadership of technical teams.
Deep platform expertise across architecture, customization, automation and integrations.
Governance, security and SDLC knowledge with Agile delivery.
Proven coaching skills for engineers and administrators.
Strong stakeholder management and cross-functional collaboration.

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.