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 Team
First Line Support is the front line of Adyen’s US support organization. The team focuses primarily on franchisee merchants in the US, one of Adyen’s most important growth markets. We act as the first point of contact for merchant inquiries, ensuring swift, clear, and high-quality responses.
As a First Line Support Specialist, you’ll support our merchants by handling operational and administrative requests, guiding them through platform features, and ensuring smooth day-to-day support. More complex cases will be routed to specialized teams — but your role is critical in providing a fast and effective first response.
You’ll also be the voice of the customer inside Adyen, sharing feedback and insights that help us improve our products, processes, and merchant experience. To provide consistent support, this role includes weekend shifts as part of a rotating schedule.
What you’ll do
- Be the first point of contact for our merchants across phone and email.
- Answer questions about the Adyen platform, payments, account setup, etc.
- Investigate and resolve operational and administrative requests.
- Escalate complex or technical issues to specialized teams.
- Ensure timely follow-up and clear communication with merchants.
- Collaborate with colleagues across the global Support team
- Collaborate with Support leadership and share insights on recurring issues to improve processes and merchant experience.
- Participate in rotating weekend shifts to ensure consistent merchant coverage.
Who you are
- Experience in customer support or operations is a plus, but not required. We value motivation, strong communication skills, and a willingness to learn above all.
- Strong communicator: clear, direct, and professional in English (spoken and written).
- Curious and eager to learn about financial products, payments, and operations.
- Organized and able to handle multiple requests at once.
- Problem-solver who enjoys helping customers.
- Adaptable and comfortable in a fast-paced environment.
- Team-oriented and willing to support colleagues when needed.
Contributing to global, impactful and urgent work in Operational Support requires flexibility to rotate workload evenly over the team, sometimes including public holidays and weekends (never more than 5 working days in a week).
This is a full-time position in Bangalore (not remote). We have a hybrid working model (at least 3 days in office) after an 8 week onboarding programme in office.
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 Bangalore office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.
