Operational Support Specialist

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

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.