Operational Support Specialist
AdyenPayments company
Singapore, SingaporeMid
Index Ventures
Iconiq Capital
General Atlantic
Temasek
Felicis Ventures
Man Capital
Operations & Strategy
About the role
TL;DR
Provide 24/7 merchant support, troubleshoot issues, and improve platform processes.
- •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 Operational Support team offers first line 24/7 support to merchants worldwide via email and phone.
- •The team consists of individuals based in Amsterdam, Madrid, Chicago, India and Singapore
- •who take shifts during their respective office hours to help handle merchant queries and solve their issues.
- •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.
- •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 characterises the team.
- •What you will do As an Operational Support Specialist, you will get the opportunity to understand our merchant's challenges and needs.
- •Additionally, you will communicate feedback internally to product teams to create impact by improving our platform and processes.
- •At Adyen, there are many opportunities to create value
- •you are free to work with colleagues across different teams to sharpen ideas and make them a reality to benefit our merchants.
- •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.
- •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 utilising the features of our platform; Provide technical and operational assistance to merchants troubleshooting via phone, web-based tools and email.
- •Who you are You have 2-4 years of experience in the customer service/support 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; You use approved AI tools for basic/routine tasks safely and efficiently.
- •Experience in a technology driven company or role is a definite 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 Singapore office.
- •We are an office-first company and value in-person collaboration; we do not offer remote-only roles.
Domain expertise
fintech
