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Team Lead Technical Support

3 months ago

Singapur, Singapore Adyen Full time
This is Adyen Adyen offers payments, data, and financial solutions in a single package for clients like Meta, Uber, H&M, and Microsoft - making us the top choice in financial technology platforms. At Adyen, everything we do is designed for ambition. For our teams, we create an environment with growth opportunities, supported by a culture and resources to ensure they can truly take charge of their careers. We are driven individuals who tackle unique technical challenges on a large scale and solve them collectively. Together, we deliver innovative and ethical solutions that help businesses achieve their goals faster. Team Lead Technical Support As a Team Lead Technical Support in Singapore, you will lead a team that serves as the first point of contact for Adyen's merchants globally. You will oversee the Technical Support team to collaborate with various Adyen teams in technology, commerce, and operations to provide merchant support. The service the Adyen Technical Support team offers directly impacts the merchants' ability to process payments and expand their businesses. Your team is highly focused on merchants, driven, and thrives on mutual success. The team is spread across the APAC region. You will be part of a diverse international team with varied backgrounds and skills. Operating 24/7, Adyen follows a 'follow the sun' approach across time zones. The extensive payment expertise of the team is extremely valuable to both our merchants and internal teams. What you'll do
  • Lead the team as a key source of knowledge on the Adyen platform, APIs, technology stack, and industry-standard integration methods;
  • Manage a team spread across the APAC region;
  • Coach and guide team members to excel in solving technical challenges for Adyen's merchants and advance their careers;
  • Define and communicate objectives and goals clearly for the Support team;
  • Track team progress and success using KPIs and data sets, providing feedback to enhance performance and efficiency;
  • Handle merchant and senior management escalations on various issues;
  • Play a crucial role in the global support strategy.
Who you are
  • You are a people-oriented leader with extensive experience in developing technical teams;
  • You comprehend the diverse cultures within the region and can effectively lead geographically dispersed teams;
  • You are innovative, with strong problem-solving skills and the ability to establish solid processes and procedures;
  • You act as an escalation point for diverse technical support requests and difficulties;
  • You can balance commercial demands with the technical support global strategy;
  • You have a natural affinity for internet technologies and knowledge of technical processes (consider SQL / HTML / JavaScript / PHP / Java / Scripting);
  • Although not mandatory, experience in Payments or Fintech is beneficial, showing enthusiasm for the field is required;
  • You possess excellent written and verbal communication skills;
  • Must be open to travel as needed.