What are the responsibilities and job description for the Head of Technical Support, Americas position at Adyen?
This is Adyen
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 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.
What you’ll do:
- Hire, develop and lead an inclusive, engaged, collaborative, and high performing team
- Collaborate with global executive leaders across the organization to ensure that the long-term strategy of the support department is being achieved
- Develop operational plans, procedures, and policies for the functional areas of responsibility ensuring SLAs, OKRs, KPIs, etc. are met or exceeded
- Make data-driven decisions to improve operational quality, efficiency and turn customer feedback into actionable steps to improve support service delivery
- Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
Who you are:
- 10 years experience, including managing 50 person support and service management teams
- Experience managing Enterprise support in a large and complex environment
- A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
- Proven capability of delivering on departmental goals and key metrics
- Extensive experience in one or more ticketing systems; Service Cloud preferred
- Experience facilitating solution building across global cross-functional teams and driving complex projects to achieve a shared goal
Other details:
- Based in Chicago
- Some Domestic and International travel required
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.
Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
All your information will be kept confidential according to EEO guidelines.
