Overview
As Head of Support, EMEA, you will lead a 90+ person technical and operational support organization in Europe, the Middle East, and Africa. You’ll evolve the function from a solid operational base to a strategic, scalable model aligned with Adyen’s global ambitions. You will partner with senior leaders across Support, Commercial, Product, and Operations to shape the regional support experience for top-tier global customers. This is a builder role focused on change, strategy, and structure to drive meaningful impact. Your leadership will set the standard for best-in-class support in a fast-evolving fintech environment.
Verantwoordelijkheden
- Define and execute the regional support strategy and contribute to global strategy
- Lead and develop a multi-layer management team and empower leads
- Represent support in critical customer conversations and QBRs
- Translate customer feedback into actionable improvement initiatives
- Identify process and metric improvements and foster continuous improvement
- Partner with Commercial, Product, and Operations to ensure regional alignment and readiness
- Drive change with clear rationale, challenging legacy processes where needed
Belangrijkste vereisten
- 15+ years in enterprise-level customer support
- Experience scaling regional or global support organizations (50+ FTE)
- Experience leading B2B frontline, tiered, and technical support in complex environments
- Strong experience with Salesforce Service Cloud
- Experience with generative AI and automation in customer support
- Strategic thinker who translates feedback and data into long-term plans
- Collaborative, low-ego leader with cross-functional influence
- Based in or willing to relocate to Amsterdam
- collaborative
- empathetic
- curious/adaptive
- Salesforce Service Cloud
- generative AI
- automation
Head of Tech Support EMEA in Amsterdam werkgever: Jobrapido
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