Team Lead, Service Cloud

<p><strong>This is Adyen</strong></p> <p><span style="font-weight: 400;">Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&amp;M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.&nbsp;</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><strong>Service Cloud, Team Lead</strong></p> <p>Adyen’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.</p> <p>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 Adyen.</p> <p><strong>What You'll Do</strong></p> <ul> <li>Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts.</li> <li>Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability.</li> <li>Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and telephony platforms.&nbsp;</li> <li>Own the Service Cloud roadmap, balancing needs across global Adyen teams sharing the platform.</li> <li>Partner with regional and functional stakeholders, clearly communicating priorities, risks, and progress.</li> <li>Guide Salesforce architecture, integrations, and best practices while empowering team members to own implementation.</li> <li>Establish KPIs for Support technology initiatives to track business outcomes and drive continuous improvement.</li> </ul> <p><strong>Who You Ar