Team Lead, Technical Support

This is Adyen
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Team Lead, Technical Support
As a Technical Support Team Lead based in Shanghai, you will lead a highly motivated, merchant-focused team that thrives on shared success. Your team serves as the initial point of contact for Adyen's global merchants, providing a service that directly impacts their ability to process payments and grow their businesses. You will cultivate a high-performing team by fostering collaboration across Adyen's technology, commercial, and operational teams, ensuring a cohesive and exceptional merchant support experience. Your leadership will balance local team development with global support strategies, leveraging the team's profound payments expertise to deliver the best-in-class merchant experience.

What You'll Do

• Lead the team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices.
• Manage a Shanghai team that works with peers distributed across the region and globe to provide top tier support to our merchants.
• Work in close collaboration and coordination with the China commercial teams to provide the required support service to our China merchant base.
• Coach and mentor members of the team to excel at resolving technical challenges for Adyen's merchants and grow their careers.
• Define and clearly communicate objectives and goals for the Support team.
• Track team progress and success using KPIs and data sets. Feed this back to the team to drive high performance and efficiency.
• Deal with merchant and senior management escalations across a variety of issues.
• Be an integral part of the global support and China commercial strategy.

Who You Are

• You are a people leader, and have at least 3 years of experience developing technical support teams.
• You understand different cultures within the region and are able to successfully be part of geographically distributed teams.
• You are innovative, with strong problem-solving capabilities and able to define robust processes and procedures.
• You are able to serve as an escalation point for varied technical support requests and challenges and are willing to hands-on complex technical issues.You are able to balance commercial requests with the technical support global strategy and have customer facing experience.
• You master certain internet technologies and are familiar with technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).
• Payments or Fintech experience is a plus.
• You have strong written and verbal communication skills in both Chinese and English
• Must be willing to travel where required.

Our Diversity, Equity and Inclusion commitments
Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you're from, we welcome you to be your true self at Adyen.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application

What's next?
Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don't be afraid to let us know if you need more flexibility.

This role is based out of our Shanghai office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.