Customer Experience Specialist, Adyen Service Centre

Amsterdam

This is Adyen

Adyen is the payments platform of choice for the world's leading companies, delivering frictionless payments across online, mobile, and in-store channels. Our team members are motivated individuals that help each other do remarkable things every day. We face unique technical challenges at scale and we solve those as a team. And together, we deliver innovative and ethical solutions that transform the way the world pays.

We took an unobvious approach to starting a payments company, building a platform from scratch. Now, Adyen serves the world's brightest companies like Facebook, Uber, L'Oreal, Casper, Bonobos, and Spotify.

Customer Experience Specialist, Adyen Service Centre

The Customer Experience Specialist role is key to helping us drive scalable service. You will play an important role in building the foundation of an excellent user experience for our merchants. The ideal candidate is customer-obsessed, adept at managing multiple stakeholders and can build processes that scale.

What you’ll do

  • Develop a deep understanding of Adyen's merchant needs to create the ideal customer engagement journey
  • As the co-owner of our new Adyen Service Center you will create, maintain, and develop content and processes for organizing, locating and enabling improvement to our knowledge base. 
  • Work closely with our Product & Support Teams to ensure the correct user content and address content gaps, with the goal of improving the self-service level of our merchant base
  • Maintain sound site navigation (information architecture), authoring, and content optimization so that end users can successfully complete key business tasks
  • Monitor site analytics and use data to measure the success of existing knowledge base content, and identify areas of improvement. 
  • Work alongside our UX researchers and commercial teams to optimize our NPS (Net Promoter Score) and triggered-based customer surveys

Who you are

  • You have 1-3 years of experience in working in a customer focussed environment
  • You have a proven track record in organizational and project management skills - you know how to manage big projects and you easily reach deadlines and milestones and are not afraid to ‘build as you go’
  • You are a strong collaborator - you easily build networks and know how to work closely with your key stakeholders to create impact
  • You are an energetic and motivated individual with a strategic acumen, whereby you understand the big picture and know what short term actionable steps are required for this
  • You are comfortable and capable of quickly learning new systems and tools, and enabling others to do the same, with hands-on experience with marketing automation (Marketo), CRM (Salesforce), analytics (Google Analytics, Looker) and CMS (Contentful) platforms a plus

 

Our Diversity, Equity and Inclusion commitments 

Our unobvious approach is a product of our diverse perspectives. This diversity of backgrounds, cultures, and perspectives is essential in helping us maintain our momentum. Our business and technical challenges are unique, we need as many different voices as possible to join us in solving them - voices like yours. So no matter where you’re from, who you love, or what you believe in, 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 it 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 3 business days. Our interview process tends to take between 3 or 4 weeks to complete. Don’t be afraid to let us know if you need more flexibility.

Please, note that this role is a full-time position in Amsterdam. It will require a relocation in case you live outside of the Netherlands.


The Adyen Formula

How we work together is guided by the Adyen Formula. These eight principles are not constant – but constantly evolving to keep pace with our merchants, our business and the growth of the team.

Learn more ›
Commercial careers

Our sales, marketing, design, and content teams increase awareness about our product, guide companies through the complex payments landscape, helping them find the best solution for their business.

More about Commercial ›

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