Team Lead - Operational 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 Operational Support - Payments and Financial Products

We are seeking an Operational Support Team Lead to join our rapidly growing company and drive a high-performing culture, change management, and continuous improvement within our Operational Support team in Singapore.

As the Team Lead, you will play a crucial role in leading change, optimizing processes, and fostering a culture of operational excellence. Your team operates as the first interface with Adyen’s merchants across the globe, working directly with their technical teams to ensure seamless operations. The changes you drive will have an immediate impact on their ability to accept payments, optimize embedded financial products, and scale their business.

To achieve this, you will collaborate closely with multiple teams, including Sales, Account Management, Product Development, and Technical Support, ensuring alignment and continuous improvement across support functions.

Your team is merchant-focused, highly motivated, and thrives on shared success. As a leader, you will be responsible for driving operational efficiency, implementing best practices, and fostering a culture of innovation and adaptability in a fast-moving environment.

What you’ll do

• Lead a team that holds a key source of knowledge on the Adyen platform and Adyen's financial products
• Develop a culture where training and development are part of the team, identify actions and work with trainers to ensure the skills and knowledge are cultivated effectively.
• Coach and mentor members of the Operational Support Team to fully prepare them to resolve operational and technical challenges for Adyen’s merchants and grow their careers.
• Ensure effective and consistent communication within the team while encouraging customers’ feedback and insights in order to enhance their experience.
• Engage with stakeholders from various teams (Sales, Account Management, Product Development, Technical Support), contribute to incubate new financial products by sharing insights from merchants with the Product teams.
• Institute accountability, track team progress, metrics and success, and present results to Senior Leadership

Who you are

• You have excellent customer service and communication skills.
• You are a people leader who can apply focus and drive change and have between 3-6 years of experience managing and mentoring support teams. 
• You have prior experience working in an international setting, and you are competent at managing support for merchants & stakeholders across the world.
• You are innovative, with strong problem-solving capabilities and able to define robust support processes and procedures.
• You are able to serve as an escalation point to varied support requests and challenges.
• A technical background or affinity is a plus but is not required, however you must have had support experience within Finance, Banking, Issuing, or providing support for Financial products.
• You must have the capacity to travel when required, both domestically and abroad (~30%)

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 in Singapore office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.