Customer Technical Support

This is Adyen

Adyen is the financial technology platform of choice for leading companies. By providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution, Adyen helps businesses achieve their ambitions faster. With offices around the world, Adyen works with the likes of Meta, Uber, H&M, eBay and Microsoft. To maintain our momentum, we need people to join us in finding new ways of solving our unique challenges - people like you.

Customer Technical Support

You will operate as a first interface with Adyen’s merchants across the globe. As part of this role you will be working with teams across Adyen (technical and commercial). Your work will have a direct impact on our merchant’s ability to take payments and further grow their business.

Our team is extremely merchant-focused, highly motivated and thrives on shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate throughout time zones using a follow the sun principle. The extensive payments knowledge of the team is the most valuable aspect both to our merchants as our internal teams.

What you’ll do

• Be the first point of contact for our merchants and commercial teams for financial related issues (reconciliation, payouts, payments settlements, payment status amongst others). This means reactive/proactive communication in Spanish and English with our merchants both via email and on the phone.
• Educate and advise our merchants’ financial teams on how to best gain value from our platform, financial products and features.
• Receive and analyze merchant pain points and work closely with Adyen’s Finance Product and Development teams to improve or build new products to facilitate merchant’s operations.
• Be a key source of knowledge on the Adyen platform and APIs, industry-standard integration methods and best practices.
• You are responsible for the merchants’ full lifecycle (integration, expansion and operational excellence).
• Be an internal product advocate, track product processes and contribute to the platform feeding back feedback and issues you get back from merchants.

Who you are

• You have at least 4 years of experience as a Customer Technical Support or equivalent, with exposure to payments or financial products
• You have strong finance and analytical skills and can easily get familiar with our internal accounting systems.
• You have affinity with API's, Postman, with internet technologies and knowledge of technical processes (think HTML / JavaScript / Scripting).
• You have excellent written and verbal communication skills in English.
• You are available to work in person on Paseo de La Reforma/ Mexico City.
• You have a strong communication skills and are not afraid of being in direct contact with our merchants.
• You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests.
• You are self-driven, flexible and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered.
• You’ve had previous exposure to environments rich in uncertainty and you show a resulting track record of successfully dealing with ambiguity.
• You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests.

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