Team Lead - Technical Support

Adyen•Chicago, IL

2d•$125,000 - $175,000•Onsite

About The Position

As a Technical Support Team Lead, you will lead a team that operates as a first point of contact for Adyen’s merchants across the globe. You will guide and develop the Technical Support team that works directly with merchants to help solve complex technical and operational questions. Day-to-day you will be working with multiple teams across Adyen, such as Operations, Engineering, Product, Account Management and Sales to provide white glove service and support. Our team is merchant-focused, highly motivated and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate throughout time zones using a follow the sun principle. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams.

Requirements

People leader who can lead and mentor a team, helping team members grow individually and as a team
Apply focus and drive change
Between 2-6 years of experience directly managing technical support teams
Innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures
Able to serve as an escalation point to varied technical support requests and issues
Can make quick informed decisions and prioritize requests for both internal and external stakeholders
Strong communication skills and the ability to interact with others clearly and empathetically
Tech background or strong technical affinity
Willing to travel occasionally, both domestically and internationally where required
Work authorized in the United States without the need for new visa sponsorship
Company can support visa transfers but will not sponsor individuals for H-1B CAP applications

Nice To Haves

Payments or Fintech experience

Responsibilities

Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices
Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices and developing global alignment as we scale
Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen’s merchants and grow their careers
Help define and clearly communicate objectives and key results for the Support team
Institute accountability, track team progress and success, and present results to Senior Leadership