Description
Adyen is seeking a strategic and experienced support leader to serve as our next Head of Support, EMEA.
This individual will lead a 90+ person team, overseeing all technical support activities in this key region for our business.
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.
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.
- Identify opportunities to improve processes, metrics, and ways of working.
- Partner closely with and influence Commercial, Product and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations.
Requirements:
- 15+ 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 frontline, tiered, and technical support functions in complex environments; ideally in fast-growth or scale-up stages.
- Deep familiarity with ticketing systems such as Salesforce Service Cloud and significant work history in successful customer-facing and agent-facing generative AI and impactful automation.
- 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.
Benefits: No specific benefits mentioned.