Head of Technical Support, Americas
About The Position
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 can 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. Head of Technical Support, Americas Adyen is seeking a strategic and experienced support leader to serve as our next Head of Technical Support, Americas. This individual will lead a 60+ person team across the U.S. and LATAM, overseeing all technical support activities in the region. You will play a pivotal role in evolving the support function—from a strong operational foundation to a more strategic, mature, and scalable model that reflects Adyen’s global ambitions. You’ll work closely with senior leaders across Support, Commercial, Product, and Operations to ensure our support experience meets the needs of some of the largest and most innovative businesses in the world. This role is perfect for a builder—someone excited to drive change management, shape strategy, and create structure as we continue to scale.
Requirements
- 10+ years of experience in enterprise-level customer support, with a track record of managing and scaling regional or global support organizations (50+ FTE).
- Experience leading B2B technical support functions in complex environments; ideally in fast-growth or scale-up stages.
- Deep familiarity with ticketing systems such as Salesforce Service Cloud.
- A strategic thinker who can translate customer feedback and performance data into long-term plans.
- A collaborative, low-ego leader who builds strong relationships across functions and regions.
- Curious and adaptive—you listen first, understand context, and approach change with both empathy and conviction.
- Based in (or willing to relocate to) Chicago to be close to your team and regional stakeholders.
Responsibilities
- Lead a high-performing technical support team across North America and Latam, including 8 direct reports. Empower team leads and help the broader team grow into their next chapter.
- You will be responsible to define and execute the regional support strategy and contribute to the overall strategy and success of the North America and Latam 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.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
