Service Cloud, Team Lead
Core
Lead the global Customer Support infrastructure team to design, build, and evolve systems powering Adyen's support operations, including Salesforce Service Cloud, telephony, messaging, and AI integration.
Role type
Senior Team Lead, Support Infrastructure (Salesforce)
Builds
Scalable Customer Support technology stack (Service Cloud, QA, WFM, telephony) and AI support agent integrations
Domain
Financial Technology / Customer Support Operations
Deliverable
production ML models | product features | infrastructure
Required skills
Salesforce Service Cloud architecture, team leadership, SDLC management, enterprise system integrations, AI/automation strategy, stakeholder management
Preferred skills
Experience with telephony platforms, workforce management tools, quality assurance tooling
Technologies
Salesforce, Service Cloud, AI agents, telephony platforms, WFM tools
Responsibilities
Lead and mentor a multidisciplinary team of Developers, Administrators, and Architects; Define and execute the Customer Support technology strategy; Optimize release practices and cross-functional collaboration; Partner with regional stakeholders to communicate priorities and risks; Guide Salesforce architecture and best practices; Establish KPIs for Support technology initiatives
Seniority
Senior, hands-on IC with leadership responsibilities
