Adyen

Adyen is the financial technology platform of choice for leading companies across the globe.

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Operational Support Specialist

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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.

Operational Support Specialist

The Contact Center team consists of people from various backgrounds offering support to our merchants worldwide. You will be part of the first line of support of Adyen, helping merchants on a wide variety of topics, from technical to administrative tasks. 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. This team is extremely merchant-focused, operates in a fast paced environment and consists of highly motivated team members. Extensive payments knowledge, a thorough technical grasp of our platform and the pro-active attitude towards helping our merchants is what characterizes the team.

What you will do

Answer in-depth merchant requests about the Adyen platform and provide the necessary guidance
Optimize and automate processes, with a strong focus on scalability
Be an internal product advocate, track product processes and contribute to the platform feeding back feedback and issues you get back from merchants
Serve as a payment specialist for merchants, actively helping them to optimize their account and grow their business by utilizing the features of our platform
Provide technical and operational assistance to merchants troubleshooting via phone, web-based tools and email
This role requires time worked outside regular business hours to provide support for business needs, for example monthly weekend shifts and/or holiday coverage.

Who you are

You are able to provide coaching, constructive feedback and set yourself as a role model for the team You have the proven ability to kickstart projects and initiatives and follow them up to completion.

You have affinity for or a strong interest in technical and operational processes and you are interested in learning more about technical processes; you will also actively seek the answers of what you don’t know
Experience in a technology driven company or role is a definite plus
Diploma or University degree is a plus
Knowledge of the Payments environment is a plus but not strictly required
You can speak and write English fluently; additional languages will be considered a plus

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.

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.

This role requires time worked outside regular business hours to provide support for business needs, for example monthly weekend shifts and/or holiday coverage.

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Angel Bravo

Team Lead, Development

Expectation vs. Reality

There’s no such thing as a typical day

People expect engineers to spend 40 hours a week coding on their computers. But the reality at Adyen is much different — their time is mostly spent discussing ideas or tech that can be applied to current problems. “When you have talented engineers, everyone has an opinion on how to solve problems,” Bravo said. “But this ensures we sharpen our ideas to provide the best product.” Bravo’s team typically partners with a launch customer so they can receive immediate feedback on a product. “We are not a company that will have kick-off meetings or more meetings to get the perfect product out there.”

We are in a fast-changing landscape, and our product process reflects that. We launch fast and then we iterate until we get it right.

Ines Visinet

Vice President, Marketing

Work Together

Collaboration comes to life

Teamwork is a core value at Adyen. It's a priority for Visinet, who includes her team in planning and decision-making. “It’s important for me to share strategic insight with my team and to bring our work back to the big picture,” Visinet said. The marketing team works cross-functionally, and they organize brainstorming sessions, co-build a marketing roadmap and analyze results as a group. As a leader, Visinet encourages a strong feedback culture so they can celebrate success and identify ways to grow. It’s part of her effort to empower and coach her team on their growth, potential and skills.

People have a sharp impact on their role and are trusted to build their own path. Seeing someone thriving and growing in their career brings me a lot of joy.