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Adyen Logo Adyen · IT - Software Development

Team Lead - Technical Support

Japan, Tokyo · Job Posted May 27, 2026
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Job Description

As a Technical Support Team Lead based in Tokyo, you will lead a highly motivated, merchant-focused team that plays a critical role in supporting Adyen's merchants across Japan and the broader APAC region. Your team acts as a key point of contact for merchants, helping them navigate technical and operational challenges that directly impact their ability to process payments and scale their businesses. You'll work closely with globally distributed teams across Technology, Product, Commercial, and Operations to deliver a high-quality support experience, while helping shape and scale Adyen's support organisation in Japan. Adyen operates 24/7 on a 'follow the sun' model across multiple regions and time zones.

Job Responsibility

  • Lead a team that serves as a key source of knowledge on the Adyen platform, APIs, underlying technology stack, and integration best practices
  • Manage and support a team that collaborates closely with peers across APAC and globally to deliver top-tier merchant support
  • Coach and mentor team members on technical problem-solving, stakeholder management, and career growth
  • Create a strong team environment built on ownership, collaboration, and open communication
  • Define and communicate clear goals and expectations for the Support team
  • Use KPIs, operational metrics, and data insights to drive team performance, efficiency, and continuous improvement
  • Act as an escalation point for complex merchant and operational issues, balancing customer impact, technical considerations, and business priorities
  • Partner closely with Product, Engineering, Commercial, and Implementation teams to improve the overall merchant support experience
  • Contribute to the broader global support strategy while accounting for the needs of the Japan market
  • Partner closely with a local BPO on the day-to-day delivery and management of operational services

Requirements

  • At least 3 years of experience developing technical support teams
  • Experience working in customer-facing and cross-functional environments, ideally within global or regional organisations
  • Strong problem-solving skills
  • Affinity for internet technologies and technical concepts (e.g. APIs, SQL, HTML, JavaScript, scripting, etc.)
  • Strong written and verbal communication skills in both Japanese and English
  • Willingness to travel occasionally where required

Nice to have

  • Payments or Fintech experience
  • Curiosity and enthusiasm for the payments/fintech space
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