Manager, Support Tooling and Infrastructure

As Manager of the Support Tooling and Infrastructure, you lead a multidisciplinary team building and evolving systems that power Customer Support at scale. You own the roadmap for support technology, including Service Cloud, QA, WFM, and telephony, and drive integration with AI capabilities. You collaborate with stakeholders across Adyen to deliver scalable, high-quality solutions that enhance the customer experience. This role blends leadership, technology strategy, and hands-on delivery in a global setting.

• Lead and develop Salesforce Developers, Administrators, Architects, and Business Analysts
• Improve planning, release practices, and cross-functional collaboration to speed and improve delivery
• Define and execute the Customer Support technology strategy, including Service Cloud and related tooling
• Own the Service Cloud roadmap and balance global needs
• Partner with regional stakeholders, communicating priorities, risks, and progress
• Guide Salesforce architecture, integrations, and best practices with empowerment for team execution
• Establish KPIs for Support technology initiatives to drive continuous improvement

• 7+ years of Salesforce experience with strong Service Cloud expertise
• 5+ years of direct leadership of technical teams
• Deep platform knowledge in architecture, customization, automation, integrations, security, governance
• Proven coaching and development track record for engineers and admins
• Strong understanding of SDLC, Agile delivery, enterprise system integrations, and AI/automation initiatives
• Excellent stakeholder management and ability to influence technical and business audiences
• Collaborative leadership balancing stability, technical debt, innovation, and business delivery

• collaborative leadership
• stakeholder management
• strategic thinking
• Salesforce Service Cloud
• Salesforce architecture and integrations
• Automation and scripting