Operational Support Specialist

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 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 understanding of our platform and the pro-active attitude towards helping our merchants is what characterizes the team. This position is a mid-level position.

What you will do

• Answer in-depth merchant requests about the Adyen platform and provide the necessary guidance.
• Handling, resolving merchant queries and adhering to the high quality standards of customer service by raising the bar in every customer interaction.
• Provide technical and operational assistance to merchants troubleshooting via phone, web-based tools and email
• Work across support platforms such as Service Cloud, Aircall and our internal systems within defined SLAs 
• Manage a queue of 100+ support tickets per week
• Optimize and automate processes, with a strong focus on scalability
• Be an internal product advocate, raise product bugs, feature requests to the relevant teams.

Who you are

• You are able to provide coaching, constructive feedback and set yourself as a role model for the team 
• You have 4+ years of experience in a customer support/customer operations role
• You have B2B support experience preferably in a tech environment.
• You have affinity for or a strong interest in technical and operational processes and a proactive and curious approach to unfamiliar challenges. 
• You like going the extra mile to ensure customer satisfaction and delight
• Experience in working with globally distributed teams
• Experience in a technology driven company or role is a definite plus
• Knowledge of the Payments environment is a plus
• Excellent written and verbal communication skills in English, additional languages are a plus.
• You are available for rotational shifts on both working days, evenings and weekend days. (This includes on-call/holiday coverage)
• Hybrid position; minimum of 3 days/week from the office in Bengaluru. 

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 Bengaluru office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.