Team Lead - Technical Support
Adyen · Singapore
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Job description
This is Adyen
Adyen provides payments, data, and financial products in a single solution for customers like Meta, 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.
Team Lead, Technical Support
As Technical Support Team Lead in Singapore, you will head a high-performing, merchant-centric team driven by collaborative success. Functioning as the primary touchpoint for Adyen's global merchant base, your team directly enables clients to process payments reliably and scale their operations. You will empower team members to partner with technology, commercial, and operational teams across Adyen to deliver a seamless merchant support framework. With Adyen running 24/7 under a global "follow the sun" model, your team's deep domain expertise in payments serves as a crucial resource for both our merchants and internal business units.
Responsibilities
• Direct a team acting as a primary subject matter expert on Adyen's platform, APIs, core technology stack, and industry-standard integration techniques and best practices.
• Lead a Singapore-based team collaborating with regional and global counterparts to deliver top-tier support to merchants.
• Establish, align, and clearly articulate target goals and objectives for the Support department.
• Contribute actively to shaping and executing Adyen's overarching global support strategy.
• Mentor and support team members in resolving complex merchant technical challenges and advancing their career paths.
• Monitor performance and operational success via KPIs and datasets, using insights to foster continuous high performance and efficiency.
• Serve as an escalation point to handle complex issues raised by merchants and executive leadership.
Requirements
• Proven people manager with a minimum of 5 years of experience building and fostering technical support teams.
• Culturally agile leader skilled at navigating diverse environments and leading or working alongside geographically dispersed teams.
• Strong problem-solver with an innovative mindset and the ability to design resilient procedures and workflows.
• Capable of handling escalations for diverse and intricate technical support challenges.
• Skilled at balancing business and commercial needs against the global technical support strategy.
• Adept with web technologies and technical concepts, including languages and tools like SQL, HTML, JavaScript, PHP, Java, and scripting.
• Excellent written and verbal communication abilities.
• Prior Fintech or payments experience is not strictly required, provided you can demonstrate passion and enthusiasm for the industry.
Diversity, Equity, and Inclusion at Adyen
We actively seek different perspectives to sharpen our ideas. Our unique culture is a product of our diverse backgrounds and experiences. No matter who you are or where you’re from, you’re welcome to be your true self at Adyen.
If you need accommodations or support during the recruitment process to perform at your best, you’ll have the opportunity to let our team know in your application. We encourage people from all backgrounds and abilities to apply.
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.
This role is based out of our Singapore office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.