Operational Support Specialist

About the role

Adyen is a financial technology platform offering payments, data and financial products to companies such as Meta, Uber, H&M and Microsoft. Its Operational Support team gives first-line 24/7 support to merchants worldwide by email and phone, with team members working shifts during their local office hours. The Singapore-based specialist helps merchants on a wide range of topics, from technical to administrative tasks, and acts as a bridge between Support, Account Management, Tech Support, In Person Payments and Product teams.

Key responsibilities

• Answer in-depth merchant requests about the Adyen platform and give the guidance needed.
• Identify and troubleshoot issues, and provide feedback and ideas to improve the customer experience.
• Optimise and automate processes, with a strong focus on scalability.
• Act as an internal product advocate: track product processes and feed back issues and feedback received from merchants.
• Serve as a payment specialist for merchants, helping them optimise their accounts and grow their business using platform features.
• Provide technical and operational assistance via phone, web-based tools and email.

Required profile

• 2-4 years of experience in customer service or support.
• Able to coach, give constructive feedback and set an example for the team.
• Proven ability to kickstart projects and initiatives and follow them through to completion.
• Interest in technical and operational processes and in learning more about them.
• Fluent spoken and written English; additional languages are a plus.
• Experience in a technology-driven company or role is a definite plus; knowledge of the payments environment is a plus but not strictly required.