Description
As Technical Support Team Lead in Singapore at Adyen, 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.