Team Lead, Technical Support

• 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.
• Manage a Shanghai team that works with peers distributed across the region and globe to provide top tier support to our merchants.
• Work in close collaboration and coordination with the China commercial teams to provide the required support service to our China merchant base.
• 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 high performance and efficiency.
• Deal with merchant and senior management escalations across a variety of issues.
• Be an integral part of the global support and China commercial strategy.

• You are a people leader, and have at least 3 years of experience developing technical support teams.
• You understand different cultures within the region and are able to successfully be part of geographically distributed teams.
• 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 for varied technical support requests and challenges and are willing to hands-on complex technical issues.
• You are able to balance commercial requests with the technical support global strategy and have customer facing experience.
• You master certain internet technologies and are familiar with technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).
• You have strong written and verbal communication skills in both Chinese and English
• Must be willing to travel where required.

Payments or Fintech experience is a plus.