Manager, Support Tooling and Infrastructure

Adyen's Customer Support team operates globally with 200+ Support Engineers across ten regions. As the Customer Support Infrastructure 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. 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.

Responsibilities

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

Requirements

7+ years of Salesforce experience (with strong Service Cloud expertise); 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