Team Lead

2 months ago

Bengaluru, Karnataka, India Adyen Full time

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.

We recently solidified our initial presence in Bengaluru. In this new office we are looking to build highly skilled and autonomous teams that drive innovation and out-of-the-box thinking, all while working together with teammates worldwide to create real change on a massive scale.

Team Lead Operational Support

We are seeking an Operational Support team Lead to join our rapidly growing company and take charge of expanding our team from our HQ in Amsterdam to the city of Bengaluru. As the Team Lead, you will play a crucial role in shaping the future of our organization and creating a strong presence in this exciting new market

Where you will lead a team that operates as a first interface with Adyen's merchants across the globe. You will guide the team to directly work with the technical teams of our amazing merchant base.Changes you make for them have an immediate impact on their capacity to accept payments and expand their business. In order to do this, you will be working closely with multiple different teams, such as Sales, Account Management, Product Development and the Technical Support teams. Your team is extremely merchant-focused, highly motivated, and thrives on shared success. You will be expected to build out a diverse team with various backgrounds and skill sets. With Adyen being a 24/7 business we operate throughout time zones using a follow the sun principle. The extensive payments knowledge of the team is the most valuable aspect both to our merchants and our internal teams.

What you'll do

  • Expand the Operational Support Team in our new Bengaluru Operations Hub.
  • Recruit, with the help of our recruitment business partners, talented support agents who can contribute to Adyen and our merchants' growth, and are a strong fit to our Adyen formula.
  • Lead a team that is a key source of knowledge on the Adyen platform, the underlying technology stack, and industry-standard integration methods and best practices.
  • Coach and mentor members of the Operational Support Team to fully prepare them to resolve technical challenges for Adyen's merchants and to grow their careers.
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insights in order to enhance the customer experience.
  • Evaluate performance with key metrics (reply time, call-waiting time etc.), track team progress and success, and be able to present results to Senior Leadership.
  • Define and clearly communicate objectives and goals for the Support team.
  • Define how to best structure the Bengaluru Operational Support team with shift planning and weekend coverage.
  • 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.
    Who you are
    • You have 3+ years of experience leading operational teams
    • You are a people leader, and have experience developing an effective contact center.
    • You have excellent customer service and communication skills.
    • 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 to varied technical support requests and challenges.
    • You have an affinity with internet technologies and are curious to dive into the technicalities of the payments industry.
    • You have strong written and verbal English communication skills.
    • Must have the capacity to travel whenever necessary, both domestically and abroad. 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 Bengaluru office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles. No relocation support is provided for this role.

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