Service Cloud, Team Lead

Навыки

• Agile
• Роадмап
• Salesforce
• Жизненный цикл разработки
• Работа со стейкхолдерами
• Управление командой

О компании и продукте

• 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. Service Cloud, Team Lead. 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

Задачи

• Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts
• Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability
• Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and telephony platforms
• Own the Service Cloud roadmap, balancing needs across global Adyen teams sharing the platform
• Partner with regional and functional stakeholders, clearly communicating priorities, risks, and progress
• Guide Salesforce architecture, integrations, and best practices while empowering team members to own implementation
• Establish KPIs for Support technology initiatives to track business outcomes and drive continuous improvement
• 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
• 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

Требования

• 7+ years of Salesforce experience (with strong Service Cloud expertise) and 5+ years directly leading technical teams
• Deep platform expertise across architecture, customization, automation, integrations, security, and governance
• Proven track record of coaching and developing technical engineers and administrators
• Adept at bridging high-level technology strategy with day-to-day execution
• Strong understanding of SDLC, Agile delivery, enterprise system integrations, and AI/automation initiatives
• Excellent stakeholder management skills, capable of influencing both technical and business audiences
• Collaborative leader skilled at balancing stability, technical debt, innovation, and business delivery
• Our Diversity, Equity and Inclusion commitments
• Our unique approach is a product of our diverse perspectives
• This diversity of backgrounds and cultures is essential in helping us maintain our momentum
• Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours
• No matter who you are or where you’re from, we welcome you to be your true self at Adyen
• Does this sound like you?
• If so, Adyen encourages you to reconsider and apply
• We look forward to your application!
• 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 Amsterdam office. We are an office-first company and value in-person collaboration (hybrid)
• we do not offer remote-only roles

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