Head of AI Support Product
AdyenPayments company
Amsterdam, NetherlandsDirector
Index Ventures
Iconiq Capital
General Atlantic
Temasek
Felicis Ventures
Man Capital
Product
About the role
TL;DR
Lead AI support product strategy and operations to achieve best-in-class resolution rates.
- •Adyen is deploying Fin.ai as its primary AI support agent to resolve merchant and partner queries faster, smarter, and at scale.
- •This is a zero-to-scale leadership role responsible for taking the deployment from launch to best-in-class resolution rates.
- •Key Responsibilities Define and execute the multi-year vision for Fin.ai at Adyen.
- •Own the product roadmap, including procedure design, action integrations, and channel expansion.
- •Drive true resolution rate as the primary north-star metric and oversee continuous improvement.
- •Build and lead a team of AI Support Specialists and Conversation Designers.
- •Requirements 7+ years in product management, support operations, or AI/automation leadership, with at least 2 years owning an AI or conversational AI product.
- •Demonstrated track record of improving resolution rates for a large-scale support operation.
- •Experience in a regulated industry (fintech, payments, banking) with an understanding of compliance constraints on AI systems.
- •Hands-on experience with agentic support platforms like Fin.ai, Zendesk AI, or Salesforce Agentforce.
Required skills
Product ManagementLLMsOpenAI APILangChainProduct StrategyCompliance Management
Nice-to-have skills
PythonJavaScriptSQLReactNode.jsAWSGoogle CloudAzureDockerKubernetes
Domain expertise
fintechai
Tech stack
PythonJavaScriptSQLReactNode.jsAWSGoogle CloudAzureDockerKubernetesCI/CDGitLinuxJiraOpenAI APILangChainLLMs