1 week ago

Head of Tech Support EMEA

Adyen

Amsterdam

1 week ago

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Adyen is seeking a strategic and experienced support leader to serve as Head of Technical Support, EMEA. This individual will lead a 90+ person team, overseeing all technical support activities in the region, and play a pivotal role in evolving the support function to a more strategic, mature, and scalable model. The role requires 15+ years of experience in enterprise-level customer support and is based in Amsterdam.

AI-enabledOn-siteFull-timeDirectorSalesforce Service CloudGenerative AI

Head of Tech Support EMEA

Apply

AI-enabledOn-siteFull-timeDirectorSalesforce Service Cloud

Salary

Not specified

Work Location

Amsterdam, North Holland, Netherlands, NL

Work Model

On-site

Experience Required

15 years

Employment Type

Full-time

Experience Level

15+ years of experience in enterprise-level customer support

Core Qualifications

Technical (Must-have)

Salesforce Service CloudGenerative AIAutomationChange ManagementStrategic PlanningCustomer Relationship ManagementData AnalysisProcess ImprovementB2B SupportTechnical SupportLeadershipStakeholder Management

Soft Skills

CollaborativeLow-egoCuriousAdaptiveEmpathyConvictionStrategic ThinkingCommunication

Key Responsibilities

•Lead a high-performing technical and operational support team across EMEA with direct reports who are managers of managers.
•Define and execute the regional support strategy and contribute to the overall strategy and success of the EMEA regions.
•Represent support in critical customer conversations and QBRs.
•Translate customer feedback into clear, actionable strategies that improve the support experience.
•Identify opportunities to improve processes, metrics, and ways of working.
•Create an environment of continuous improvement that drives impact.
•Partner closely with and influence Commercial, Product and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations.
•Confidently drive change and articulate the 'why' behind new approaches, even when they challenge legacy processes.

Financial ServicesFintechSupport LeadershipEMEATechnical SupportB2BSalesforceGenerative AIAutomationAmsterdam

Core Qualifications

Technical (Must-have)

Soft Skills

CollaborativeLow-egoCuriousAdaptiveEmpathyConvictionStrategic ThinkingCommunication

Key Responsibilities

•Lead a high-performing technical and operational support team across EMEA with direct reports who are managers of managers.

•Define and execute the regional support strategy and contribute to the overall strategy and success of the EMEA regions.

•Represent support in critical customer conversations and QBRs.

•Translate customer feedback into clear, actionable strategies that improve the support experience.

•Identify opportunities to improve processes, metrics, and ways of working.

•Create an environment of continuous improvement that drives impact.

•Partner closely with and influence Commercial, Product and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations.

•Confidently drive change and articulate the 'why' behind new approaches, even when they challenge legacy processes.