This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Merchant Support Specialist

As a Merchant Support Specialist on the Account Set-up Operations team, you will be responsible for providing exceptional technical support and assistance to our customers regarding various system configurations. You will work on the creation of accounts and stores, work on alterations of cost contracts and create a settlement flow. Furthermore, you will set up payment methods and make alterations to existing payment methods. The goal is to ensure that merchant requests are handled in the best and most efficient way possible. You are expected to think of new ways to improve the platform and processes, and work closely with product teams and give feedback through meetings with other teams. 

You will work in a detail-oriented and focused way. You'll be able to make a true impact on our very diverse merchant base. Your efforts will allow merchants to save and secure processing funds around the world. Collaborating together with your global team requires a professional working attitude as well as good communication skills. The Adyen Formula also requires you to be proactive and think about ways to improve our platforms and working processes. 

This team is extremely merchant-focused, operates in a fast paced environment and consists of highly motivated team members. Payments knowledge, a thorough technical understanding of our platform, and the pro-active attitude towards helping our merchants is what characterizes the team.

Besides assisting merchants, you will also act as the bridge between different Support and Operational functions (e.g. Account Managers, Tech Support, In Person Payments teams & Product), identifying and troubleshooting issues, providing feedback and ideas on how to bring our customer experience to the next level.

What you will do:

• Configure and customize merchant accounts based on specific requirements and business rules
• Work with time sensitive payment related setups daily, while able to maintain a high level accuracy and timely execution of these setups.
• Ensure the KPIs set for the role are met and actively contribute to meeting of main performance metrics set for the team.
• Work closely with the wider support team to address merchant-related inquiries and issues.
• Collaborate with operational and product teams to understand business needs and provide data-driven solutions for complex problems; help scale our operations and drive automation.
• Facilitate knowledge sharing and best practices within the team and contribute to a collaborative and learning-oriented culture.
• Be able to manage workload on an ongoing basis and pivot between priorities over the course of the day, given the dynamic and constantly changing nature of our top-tier merchants' needs.
• Be willing to work occasional nights or weekends to ensure global coverage for customers.

Who you are

• You display strong analytical skills and problem-solving skills
• You have excellent communication skills and collaborative abilities
• You are comfortable in a fast-paced environment with the ability to adapt to evolving processes and technologies
• You have proven experience working on process/product optimisation projects and can demonstrate clear impact on these projects
• You are meticulous in your work to ensure accurate and error-free merchant configurations

Our Diversity, Equity and Inclusion commitments 

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen. 

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

All your information will be kept confidential according to EEO guidelines.

This role is based out of our Chicago office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.