Service Cloud, Team Lead

Adyen
Amsterdam
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Mentoring","Stakeholder management","Communication","Collaboration"]

Lead a multidisciplinary support infrastructure team responsible for systems that power Customer Support. Own and evolve Salesforce Service Cloud along with telephony, messaging, workforce management, and quality assurance tooling. Define the support technology strategy and roadmap globally, guide architecture, integrations, and best practices, set KPIs, and partner with stakeholders to deliver scalable, predictable outcomes while integrating AI capabilities such as FIN.

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Adyen
Adyen
3 days ago

Service Cloud, Team Lead

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead a multidisciplinary support infrastructure team responsible for systems that power Customer Support. Own and evolve Salesforce Service Cloud along with telephony, messaging, workforce management, and quality assurance tooling. Define the support technology strategy and roadmap globally, guide architecture, integrations, and best practices, set KPIs, and partner with stakeholders to deliver scalable, predictable outcomes while integrating AI capabilities such as FIN.
Location: Amsterdam
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, mentor, and develop a multidisciplinary team of Salesforce developers, administrators, architects, and business analysts
  • •Optimize planning, release practices, and cross-functional collaboration to improve delivery speed, quality, and predictability
  • •Define and execute the Customer Support technology strategy across Service Cloud and supporting tools (QA, WFM, telephony platforms)
  • •Own the Service Cloud roadmap, balancing needs across global teams sharing the platform
  • •Set KPIs for support technology initiatives and guide Salesforce architecture, integrations, and best practices

Key Requirements

  • •7+ years of Salesforce experience with strong Service Cloud expertise
  • •5+ years directly leading technical teams
  • •Deep expertise in architecture, customization, automation, integrations, security, and governance
  • •Proven experience coaching and developing Salesforce developers, administrators, and technical engineers
  • •Strong grasp of SDLC, Agile delivery, and enterprise system integrations, including AI/automation initiatives
Experience:SalesforceEnterprise integrationsAI supportCustomer support
Skills:LeadershipMentoringStakeholder managementCommunicationCollaboration
Languages:English
Tech Stack:SalesforceSalesforce Service CloudTelephonyMessagingWorkforce managementQAWFMAIFINIntegrationsSecurityGovernanceSDLCAgile

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