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 team consists of people from various backgrounds offering support to our merchants worldwide regarding our payment platform and embedded finance products. 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, chargebacks and disputes cases.

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 knowledge of Adyen’s platform, Payment solutions, Financial Products, and the pro-active attitude towards helping our merchants is what characterizes the team. 

As our team provides 7/7 support, in consequence you’ll be expected to work some weekends and public holidays.

 What you will do

• Answer in-depth merchant requests about the Adyen platform and financial products, providing the necessary guidance
• Contribute to optimizing and automating processes, with a strong focus on scalability
• Be an internal product advocate, track product processes and contribute to the platform by relaying feedback and issues you get back from merchants
• Serve as a product specialist for merchants, actively helping them to optimize their account and grow their business by utilizing the features of our platform and embedded financial products
• Provide operational assistance to merchants troubleshooting issues via phone, web-based tools and email

Who you are

• Support experience is essential, with experience in a Fintech, Finance, or Banking environment - especially involving financial or payment products—considered a strong plus."
• You have affinity for or a strong interest in technical and operational processes; you will also actively seek the answers of what you don’t know
• Experience in an international technology driven company or role is a definite plus
• You have the proven ability to kickstart projects and initiatives and follow them up to completion 
• You can speak and write English fluently
• You are confident providing support to our merchant over the phone and email channels

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