Head of Tech Support EMEA

Adyen
Amsterdam
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 15+ yearsSkills: ["Strategic planning","Change management","Relationship building","Customer feedback analysis","Continuous improvement"]

Lead a 90+ person technical support organization across EMEA, evolving it from strong operations to a more strategic, scalable model. Define and execute regional support strategy, represent support in customer and QBR conversations, and convert feedback into actionable improvements. Drive continuous improvement in processes, metrics, and ways of working, while partnering closely with Commercial, Product, and Operations to align on readiness and performance expectations.

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Adyen
Adyen
2 days ago

Head of Tech Support EMEA

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Job Summary

Lead a 90+ person technical support organization across EMEA, evolving it from strong operations to a more strategic, scalable model. Define and execute regional support strategy, represent support in customer and QBR conversations, and convert feedback into actionable improvements. Drive continuous improvement in processes, metrics, and ways of working, while partnering closely with Commercial, Product, and Operations to align on readiness and performance expectations.
Location: Amsterdam
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Director level

Key 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 EMEA regional strategy and success.
  • •Represent support in critical customer conversations and QBRs, translating feedback into actionable strategies.
  • •Identify opportunities to improve processes, metrics, and ways of working through continuous improvement.
  • •Partner closely with Commercial, Product, and Operations teams to align on regional needs, feature readiness, and performance expectations.

Key Requirements

  • •15+ years of experience in enterprise-level customer support, including managing and scaling regional or global support organizations (50+ FTE).
  • •Experience leading B2B frontline, tiered, and technical support functions in complex, fast-growth/scale-up environments.
  • •Deep familiarity with ticketing systems such as Salesforce Service Cloud.
  • •Significant work history in successful customer-facing and agent-facing generative AI and automation.
  • •Based in (or willing to relocate to) Amsterdam to be close to your team and regional stakeholders.
Experience:15+ yearsEnterprise customer supportB2BGenerative AIAutomationFast-growthScale-up
Skills:Strategic planningChange managementRelationship buildingCustomer feedback analysisContinuous improvement
Tech Stack:Salesforce Service CloudSalesforceGenerative AIAutomation

Company Brief

Adyen
Global payments company providing a unified platform for accepting payments, risk management, and financial services to merchants and enterprises across online, mobile, and in-store channels.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 2006
WebsiteLinkedIn