Head of Learning and Development, Customer 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.

The learning landscape within Adyen’s Support team is both dynamic and complex. With over 200 Support Engineers spread across 10+ global regions, each team operates within unique and ever-changing technical, cultural, and operational contexts. The Support Learning & Development team is at the heart of enabling this globally distributed workforce, owning the end-to-end strategy for onboarding, upskilling, and continuous learning, as well as Support’s knowledge management strategy and processes. Our mission is to ensure every Support Engineer has the knowledge, skills, and confidence to deliver exceptional service—consistently and at scale.

As the Team Lead of Support L&D, you are a strategic and people-oriented learning leader, guiding a small but high-impact team. You’ll lead the development and execution of Support’s global learning strategy, while cultivating deep expertise in areas such as instructional design, curriculum development, facilitation, and knowledge management. Your leadership will be key to fostering a culture of continuous learning and driving how we grow and share knowledge across the organization.

What You’ll Do

• Build and nurture an engaged, high-performing L&D team through intentional mentorship and ongoing professional development
• Define and lead the execution of a global L&D strategy focused on onboarding, upskilling, and continuous learning for customer support teams across regions
• Establish clear KPIs and performance metrics to measure the impact and effectiveness of L&D initiatives, and drive continuous improvement based on data and insights
• Design and scale onboarding programs that quickly ramp new team members and equip them with the knowledge and skills to succeed in their roles
• Develop and implement upskilling and reskilling programs to meet evolving business needs and support career growth within the support organization
• Own the knowledge management strategy by defining processes and tools that ensure content is accurate, accessible, and effectively supports self-service and learning
• Support change management efforts related to new tools, processes, and products by designing learning experiences that enable successful adoption
• Partner cross-functionally with key stakeholders across the business to align L&D initiatives with strategic priorities

Who You Are

• A dedicated learning leader, with 5+ years of L&D experience, including 3+ years leading learning teams
• A master of multiple learning-related skills including needs analysis, curriculum development, instructional design, facilitation and training delivery, and learning evaluation/assessment
• A strategic thinker who can see the big picture and confidently prioritize high-impact work that drives meaningful results
• A data-backed problem solver, with experience leveraging performance metrics to enhance learning programs
• A collaborative partner, skilled at building strong relationships and influencing stakeholders across global diverse teams

This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.