Team Lead - Technical Support

Stripe

About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. About the team As Stripe’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe’s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. What you’ll do Stripe is launching Stripe Delivery Centers - a new global team to design, implement and grow Stripe’s operations for the next decade. We are looking for dynamic and curious people that have a passion for solving global user issues, building operations, driving process improvements and that want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe’s growth. In this role, you will recruit, manage, and develop a group of Operations Associates that are focused on user support. This person will cultivate the happiness of their team members while guiding them to be the best they can be, through feedback, coaching, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. To be a fit, you will have a strong operations mindset, be able to move quickly, and be passionate about delivering an incredible user experience.  Responsibilities * Recruit, manage, coach, and develop a new team of in-office Operations Associates  * Drive strong operational delivery and process improvement helping to mitigate risk while balancing operational efficiency and user impact * Identify gaps in current systems, policies and strategies, and recommend enhancements and process improvements to mitigate risks * Build a great culture and ensure team members are happy, effective, and growing in their career * Set clear goals and direction, and provide regular feedback on team members’ performance * Be data-driven in your analysis of performance, and in your decision making * Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment Who you are We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. Minimum requirements * At least 8+ years experience leading operations support teams * Experience working cross-functionally with multiple teams to deliver high impact initiatives  * Experience in delivering weekly and monthly business metrics and reporting * Excellent written and verbal communication skills * An ability to partner effectively with internal stakeholders * Background of identifying and remediating quality gaps in team performance * Passion for process improvement and innovation * Ability to periodically work a weekend day for which you will receive a weekday off; the SDC operates during daytime hours with shifts from the morning through early evening Preferred qualifications  * Experience in building and scaling new teams from zero  * Strong operational background including experience with new process launches and service delivery in a high growth technology company

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM The Customer Success (CS) team at Stripe supports revenue growth across GTM by helping a broad book of users activate, grow, and maximize their performance on Stripe. This team, part of the Customer Success Organization, leads the charge in using data to inform strategic decisions and enhance operations across the company. We excel in pinpointing new opportunities, optimizing processes, and executing impactful projects at the team level. By crafting reusable data products and upholding high data standards, we deliver consistent and excellent results. Our role requires close collaboration with cross-functional partners to develop sustainable metrics and data models with long-term value. Combining payment expertise with technical skills, we manage data pipelines and maintain key analytics assets, simplifying complex technical concepts for diverse stakeholders. WHAT YOU'LL DO In this role, you'll spearhead innovation by identifying transformative opportunities and developing scalable data solutions. You'll optimize data infrastructure and align initiatives with strategic goals, fostering collaboration across teams. By promoting a data-driven culture and building strong partnerships, you'll ensure sustainable growth and informed decision-making throughout the Customer Success and Paid Support Organization. You're also instrumental in building datasets and tools that enable externally facing Stripe employees to deliver tailored content to their customers. RESPONSIBILITIES * Identify and scope new opportunities, processes, and projects that have team-level impact * Create reusable data products (dashboards, data models, code) that set high standards for future projects and for other analysts across the organization * Assist in developing the team's data pipelines and performance workbooks by leveraging both your expertise in payments and technical skills. This involves building metrics pipelines, writing code, and being proficient with SQL * Set priorities for the Customer Success team's technical and data opportunities, secure partner buy-in, and manage reprioritization as needed * Develop vertical agents that solve the Customer Success teams' most manual or repetitive tasks * Maintain analytics assets owned by the team, such as metric definitions, technical documentation, query libraries, and other tooling * Act as a resource to the team and broader business on the technical complexity of Customer Success datasets, communicating concepts clearly to cross-functional partners and stakeholders WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * 3–8+ years of experience in Data Analysis, Business Intelligence Engineering, or Technical Customer Advisory roles * Expertise in data visualization and using data insights to make recommendations * Comfortable collaborating across functions to identify data analytics problems and execute solutions with technical rigor and data-driven insights * Familiarity with card payments ecosystem * Proven ability to manage multiple projects, communicate results clearly to diverse stakeholders, and drive business outcomes independently in a fast-moving environment PREFERRED QUALIFICATIONS * Proficiency in SQL (advanced), Python, and git (intermediate) * Data visualization, dashboard building, modeling, and reporting automation

Adyen

This is Adyen Adyen is the financial technology platform of choice for leading companies. By providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution, Adyen helps businesses achieve their ambitions faster. With offices around the world, Adyen works with the likes of Meta, Uber, H&M, eBay, and Microsoft. To maintain our momentum, we need people to join us in finding new ways of solving our unique challenges - people like you. Team Lead, Technical Support As a Technical Support Team Lead, based in Amsterdam, you will lead a team that operates as a first point of contact for Adyen’s merchants across the globe. You will guide and develop the Technical Support team that works directly with merchants to help solve complex technical and operational questions. Day-to-day you will be working with multiple teams across Adyen, such as Operations, Engineering, Product, Account Management and Sales to provide white glove service and support.  Our team is merchant-focused, highly motivated and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate throughout time zones using a follow the sun principle. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams.  What you’ll do * Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices * Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices and developing global alignment as we scale * Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen’s merchants and grow their careers * Help define and clearly communicate objectives and key results for the Support team * Institute accountability, track team progress and success, and present results to Senior Leadership Who you are * You are a people leader who can lead and mentor a team, helping team members grow individually and as a team. You apply focus and drive change, and have between 2-6 years of experience directly managing technical support teams. * You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures * You are able to serve as an escalation point to varied technical support requests and issues * You can make quick informed decisions and prioritize requests for both internal and external stakeholders * You have strong communication skills and the ability to interact with others clearly and empathetically * Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space and have a tech background or strong technical affinity * You must be willing to travel occasionally, both domestically and internationally where required 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. Please, note that this role is a full-time position in Amsterdam, with a hybrid work setup (3 days per week in the office). It will require a relocation in case you live outside of the Netherlands.