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Head of Technical Support, Americas

United States, Chicago 208250.00 - 297500.00 USD / Year · Job Posted January 05, 2026
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Job Description

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.

Job Responsibility

  • Lead a high-performing technical support team across North America and Latam, including 8 direct reports
  • 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

Requirements

  • 10+ years of experience in enterprise-level customer support
  • A track record of managing and scaling regional or global support organizations (50+ FTE)
  • Experience leading B2B technical support functions in complex environments
  • 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

Nice to have

Experience ideally in fast-growth or scale-up stages

What we offer

Equity in the form of RSUs

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