Head of AI Support Product

Amsterdam30+ days ago

In English

About the job

Adyen is seeking a Head of AI Support Product to lead the strategic development of AI-driven support solutions. This senior leadership role, based onsite in Amsterdam, offers the opportunity to shape the future of support scaling in the Americas region at a global fintech company.

What you will do

Define and execute multi-year vision for AI support agent
Own product roadmap including procedures, integrations, and channel expansion
Drive true resolution rate as primary metric
Design continuous improvement flywheel for AI support
Build and lead team of AI Support Specialists and Conversation Designers
Partner with support engineers to identify automatable query categories

What you bring

7+ years in product management, support operations, or AI/automation leadership
At least 2 years owning an AI or conversational AI product in production
Track record of improving resolution rates for large-scale support
Experience in regulated industry like fintech or payments
Ability to build and lead small high-performing teams
Strong data fluency with KPI dashboards and cohort analyses

Nice to have

Hands-on experience with Fin.ai, Zendesk AI, or similar platforms
Familiarity with payment processing or merchant support at scale
Experience designing CSAT-protected AI rollout
Exposure to LLM-based tooling or RAG in operational context

What you get

Senior leadership role at global fintech company
Exposure to global strategy and world-class customers
Opportunity to shape support scaling in Americas region

About Adyen

Adyen is a global fintech company providing payment processing and merchant support at scale.

Summary by Personeel.com. The full job description and the application form are on Adyen's website (job-boards.greenhouse.io); Apply takes you straight there.

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