Jobid: 3195968359 (0.11)
Overview
As Manager, Customer Support Technology, you lead a multidisciplinary team responsible for the systems powering Customer Support. You shape the tech stack beyond Salesforce Service Cloud, including telephony, messaging, WFM, and QA tooling, and partner to integrate AI capabilities like the FIN AI Support agent. You drive the technology roadmap, coach engineers, and deliver scalable solutions across Adyen. This role blends architecture, delivery, and cross-functional collaboration to elevate customer support at scale.
Arbeidsvoorwaarden / Benefits
- office in Amsterdam
- hybrid work model
- office-first culture
- focus on career ownership
Verantwoordelijkheden
- Lead and develop Salesforce Developers, Administrators, Architects, and Business Analysts
- Improve planning, release practices, and cross-functional collaboration to boost speed and quality
- Define and execute the Customer Support technology strategy (Service Cloud + QA, WFM, telephony)
- Own the Service Cloud roadmap and balance needs across global teams
- Partner with regional stakeholders, communicating priorities, risks, and progress
- Guide Salesforce architecture, integrations, and best practices while enabling team ownership
- Establish KPIs for Support technology initiatives and drive continuous improvement
Belangrijkste vereisten
- 7+ years of Salesforce experience with strong Service Cloud expertise
- 5+ years of directly leading technical teams
- Deep platform expertise across architecture, customization, automation, integrations, security, governance
- Proven coaching and development track record for engineers and admins
- Ability to bridge high-level strategy with day-to-day execution
- Strong understanding of SDLC, Agile, enterprise system integrations, and AI/automation initiatives
- Excellent stakeholder management and ability to influence technical and business audiences
- Collaborative leadership balancing stability, technical debt, innovation, and business delivery
- collaborative leadership
- stakeholder management
- effective communication
- Salesforce (Service Cloud)
- Salesforce architecture and integrations
- Automation and governance
Deel deze vacature: