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Team Lead Technical Support

Adyen Tokyo, Japan
Posted 24 days ago Permanent Competitive
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 Tokyo, you will lead a team that operates as a first interface with Adyen's merchants across the globe. You will work as part of the Technical Support team and liaise with a variety of other Adyen teams across the technology, commercial and operational sphere to deliver the merchant support model. The service Adyen Technical Support team provides to the merchant has a direct impact on their ability to take payments and further grow their business.

Your team is extremely merchant-focused, highly motivated, and thrives on shared success. The team is part of the wider Technical Support team located across the APAC region. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate across 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
  • 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.
  • Be a hands on leader who is able to proactively solve merchant issues across a range of topics.
  • Manage a team that is located in Tokyo and balances Japanese language support work with global ticket queues.
  • 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 performance and efficiency.
  • Deal with merchant and senior management escalations

Who you are
  • You are a people leader, and have a minimum of 2 years experience developing technical teams.
  • You understand different cultures within the region and are able to collaborate across teams on a local and global scale.
  • You are innovative, with strong problem-solving capabilities and able to define robust processes and procedures.
  • You enjoy being hands on and solving merchant issues proactively and working in ticket queues.
  • You are able to serve as an escalation point for varied technical support requests and challenges.
  • You are able to balance commercial requests with the technical support global strategy.
  • You have an affinity with internet technologies and knowledge of technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).
  • Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space.
  • You have strong written and verbal communication skills in Japanese and English.
  • Comfortable with traveling out of Japan when required for business needs (part of the onboarding will be conducted in other countries).

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

This role is based in our Tokyo office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.
Job ID  5795478
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