Manager, Service Cloud

Job description

**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. **Manager, Service Cloud** Adyen’s Customer Support team operates globally with 200+ Support Engineers across ten regions. To deliver exceptional support at scale, we rely on a modern technology landscape that empowers our teams and enhances the customer experience. As the Service Cloud Manager (Support Infrastructure Team Lead), you will lead the team responsible for designing, building, and evolving systems powering Customer Support. Beyond Salesforce Service Cloud, your team will own telephony, messaging, workforce management, and quality assurance tooling. You will also collaborate with the Head of AI Support Product to integrate AI capabilities, including FIN (our AI Support agent), into our tech stack. Leading Business Analysts, Salesforce Administrators, Developers, and Architects, you will foster technical excellence, define the Support technology roadmap, and deliver scalable solutions for stakeholders across Adyen. **What You'll Do** - Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts. - Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability. - Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and telephony platforms. - Own the Service Cloud roadmap, balancing needs across global Adyen teams sharing the platform. - Partner with regional and functional stakeholders, clearly communicating priorities, risks, and progress. - Guide Salesforce architecture, integrations, and best practices while empowering team members to own implementation. - Establish KPIs for Support technology initiatives to track business outcomes and drive continuous improvement. **Who You Are** - 7+ years of Salesforce experience (with strong Service Cloud expertise) and 5+ years directly leading technical teams. - Deep platform expertise across architecture, customization, automation, integrations, security, and governance. - Proven track record of coaching and developing technical engineers and administrators. - Adept at bridging high-level technology strategy with day-to-day execution. - Strong understanding of SDLC, Agile delivery, enterprise system integrations, and AI/automation initiatives. - Excellent stakeholder management skills, capable of influencing both technical and business audiences. - Collaborative leader skilled at balancing stability, technical debt, innovation, and business delivery. **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](https://careers.adyen.com/how-we-hire). Don’t be afraid to let us know if you need more flexibility. This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration (hybrid); we do not offer remote-only roles.