Leads a global Technical Support team serving Adyen merchants. Responsibilities include coaching and developing support engineers, handling technical escalations, establishing processes, defining objectives and key results, tracking performance, aligning global support practices, and presenting outcomes to senior leadership. The role collaborates with Operations, Engineering, Product, Account Management, and Sales while providing high-quality support for Adyen’s platform and APIs.

Lead the Support Quality Assurance function and a team of 2–3 QA Specialists. Define the long-term transition from manual to AI-led evaluation, develop QA frameworks and scoring systems, establish calibration and governance, track quality KPIs, ensure audit readiness and regulatory compliance, manage QA tooling and vendors, and translate insights into improved CSAT, NPS, first-contact resolution, and reduced escalations.