Jobs / operations
Head of Tech Support EMEA
Adyen · Amsterdam
IND sponsor
What you will do
- Lead a high-performing technical and operational support team across EMEA with direct reports who are managers of managers. Empower team leads and help the broader team grow into their next chapter.
- You will be responsible to define and execute the regional support strategy and contribute to the overall strategy and success of the EMEAregions.
- Represent support in critical customer conversations and QBRs. Translate customer feedback into clear, actionable strategies that improve the support experience.
- Identify opportunities to improve processes, metrics, and ways of working. Create an environment of continuous improvement that drives impact.
- Partner closely with and influence Commercial, Product and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations.
- Confidently drive change and articulate the “why” behind new approaches, even when they challenge legacy processes.
What they look for
- 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.
- Based in (or willing to relocate to) Amsterdam to be close to your team and regional stakeholders.