Team Lead, Service Cloud

About the role

Adyen provides payments, data, and financial products for global customers such as Meta, Uber, H&M, and Microsoft. As the Service Cloud Team Lead (Support Infrastructure Team Lead), you will lead the team responsible for designing, building, and evolving systems that power Customer Support, including telephony, messaging, workforce management, and quality‑assurance tooling.

Key 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 and related 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.

Required profile

• 7+ years of Salesforce experience with strong Service Cloud expertise.
• 5+ years of experience directly leading technical teams.
• Deep platform expertise across architecture, customization, automation, integrations, security, and governance.
• Proven track record of coaching and developing 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 and influencing skills.
• Collaborative leader skilled at balancing stability, technical debt, innovation, and business delivery.

Required skills

• Salesforce platform (including Service Cloud)
• AI/automation integration
• Agile delivery methodologies
• Software Development Life Cycle (SDLC)
• Enterprise system integrations