Team Lead - Technical Support

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.

Team Lead - Technical Support

As a Technical Support Team Lead based in Tokyo, you will lead a highly motivated, merchant-focused team that plays a critical role in supporting Adyen’s merchants across Japan and the broader APAC region. Your team acts as a key point of contact for merchants, helping them navigate technical and operational challenges that directly impact their ability to process payments and scale their businesses.

You’ll work closely with globally distributed teams across Technology, Product, Commercial, and Operations to deliver a high-quality support experience, while helping shape and scale Adyen’s support organisation in Japan. Adyen operates 24/7 on a “follow the sun” model across multiple regions and time zones.

What you'll do

• Lead a team that serves as a key source of knowledge on the Adyen platform, APIs, underlying technology stack, and integration best practices
• Manage and support a team that collaborates closely with peers across APAC and globally to deliver top-tier merchant support
• Coach and mentor team members on technical problem-solving, stakeholder management, and career growth
• Create a strong team environment built on ownership, collaboration, and open communication
• Define and communicate clear goals and expectations for the Support team
• Use KPIs, operational metrics, and data insights to drive team performance, efficiency, and continuous improvement
• Act as an escalation point for complex merchant and operational issues, balancing customer impact, technical considerations, and business priorities
• Partner closely with Product, Engineering, Commercial, and Implementation teams to improve the overall merchant support experience
• Contribute to the broader global support strategy while accounting for the needs of the Japan market
• Partner closely with a local BPO on the day-to-day delivery and management of operational services.

Who you are

• You are a people leader with at least 3 years of experience developing technical support teams
• You have experience working in customer-facing and cross-functional environments, ideally within global or regional organisations
• You understand the importance of balancing local market needs in Japan with globally distributed collaboration and ways of working
• You are approachable, pragmatic, and able to create an environment where teams feel supported, challenged, and empowered to take ownership
• You have strong problem-solving skills and are able to improve processes and operational efficiency over time
• You are comfortable serving as an escalation point for varied technical support challenges and navigating ambiguity calmly
• You have an affinity for internet technologies and technical concepts (e.g. APIs, SQL, HTML, JavaScript, scripting, etc.) and are comfortable working closely with technical teams
• Payments or Fintech experience is not required, but curiosity and enthusiasm for the space is important
• Strong written and verbal communication skills in both Japanese and English are highly preferred
• Willingness to travel occasionally where required

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