Head of Technical Support, Americas at Adyen NV

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

297500.0

Posted On

13 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Leadership, Change Management, Strategy Development, Customer Feedback, Process Improvement, Collaboration, B2B Support, Ticketing Systems, Empowerment, Continuous Improvement, Communication, Adaptability, Relationship Building, Data Analysis, Problem Solving

Industry

Financial Services

Description

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Facebook, 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 can 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. Head of Technical Support, Americas Adyen is seeking a strategic and experienced support leader to serve as our next Head of Technical Support, Americas. This individual will lead a 60+ person team across the U.S. and LATAM, overseeing all technical support activities in the region. You will play a pivotal role in evolving the support function—from a strong operational foundation to a more strategic, mature, and scalable model that reflects Adyen’s global ambitions. You’ll work closely with senior leaders across Support, Commercial, Product, and Operations to ensure our support experience meets the needs of some of the largest and most innovative businesses in the world. This role is perfect for a builder—someone excited to drive change management, shape strategy, and create structure as we continue to scale. What You’ll Do Lead a high-performing technical support team across North America and Latam, including 8 direct reports. 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 North America and Latam regions. 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. Who You Are 10+ 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 technical support functions in complex environments; ideally in fast-growth or scale-up stages. Deep familiarity with ticketing systems such as Salesforce Service Cloud. 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) Chicago to be close to your team and regional stakeholders. Compensation We offer a competitive compensation package that includes both a base salary and equity in the form of RSUs. Base salary ranges are location-dependent: The annual base salary range for this role is $208,250 to $297,500 plus RSU's; to learn more about our compensation philosophy, please click here. Why Adyen? This is a rare opportunity to step into a senior leadership role at a global fintech company at a pivotal point in its growth journey. You’ll lead a strong team that’s ready for its next evolution—and help define what best-in-class technical support looks like for the Americas region. You’ll have exposure to global strategy, world-class customers, and the chance to shape how support scales across one of Adyen’s most important markets. 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. Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. All your information will be kept confidential according to EEO guidelines.

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Responsibilities

Lead a high-performing technical support team across North America and LATAM, overseeing all technical support activities in the region. Define and execute the regional support strategy while representing support in critical customer conversations.