Head of AI Support Product (AI Support)

• Adyen is making a decisive move: we are deploying Fin.ai as our primary AI support agent to resolve merchant and partner queries faster, smarter, and at scale while freeing our world-class support engineers to focus on the most complex, high-value challenges our customers face
• This is a rare, zero-to-scale leadership role. You will be the product and operational owner of Fin.ai at Adyen responsible for taking our deployment from launch to best-in-class resolution rates across all support channels. You will own the roadmap, the team, the data, and ultimately the outcomes
• Fin.ai currently handles AI-assisted support for thousands of enterprise customers globally. At Adyen’s scale and complexity, hitting industry-leading resolution rates demands deep domain knowledge, relentless iteration, and a leader who can bridge the gap between AI capability and real-world support operations
• You will report to the VP of Support and work closely with Product and Engineering to continuously push the ceiling on what Fin.ai can resolve autonomously
• Define and execute the multi-year vision for Fin.ai at Adyen, from pilot to autonomous end-to-end resolution of complex merchant queries
• Own the product roadmap: procedure design, action integrations, escalation logic, knowledge-base quality, and channel expansion (chat, email, API)
• Build the business case for AI investment and present results to senior leadership and the board
• Explore, understand, contextualize and prioritize new areas of work to automate and features to implement as the Fin and broader AI toolset for Support matures and advances
• Drive true resolution rate (not deflection) as the primary north-star metric, tracking reopen rates, CSAT, first-contact resolution and human agent experience in parallel
• Design and own a continuous improvement flywheel: conversation review, failure taxonomy, procedure updates, gold standard definition, evals approach, simulation testing, and re-deployment
• Set quality standards appropriate for a regulated payments environment, ensuring every resolution is auditable and compliant and offers a highly merchant-centric and customizable support experience vs. one size fits all
• Build and lead a small, high-impact team of AI Support Specialists, Conversation Designers and build AI content expertise and a scalable process for continuous improvement and real-time feedback
• Foster a culture of experimentation: run structured A/B tests on prompts, procedures, and escalation thresholds; kill what doesn’t work fast. Find ways to experiment and innovate in a compliance-focused global merchant-serving environment
• Serve as the internal expert and advocate for AI support capability, educating stakeholders across Support, Legal, Compliance, and Product. Build successful business cases for extensive AI investment and deployment
• Partner with Adyen’s support engineers to identify high-volume, automatable query categories and convert them into Fin procedures that achieve high resolution rates
• Collaborate with Engineering and Data Science to integrate Adyen’s internal tooling, APIs, and knowledge systems into Fin’s action layer. Focus on delivering on agentic AI for support that makes decisions within defined guardrails, and complete multi-step work across systems, and delivers end to end case resolution that feels targeted and effortless to merchants
• Coordinate with Fin.ai on product roadmap alignment, beta features, and escalation of platform issues
• Ensure Fin.ai operates within Adyen’s global compliance framework — PCI-DSS, GDPR, financial services regulations — with full audit trails on every autonomous action
• Define and maintain guardrails for sensitive query types (disputes, fraud, regulatory) where human review remains mandatory. Build compliance into the automation strategy and leave flexibility for an evolving global regulatory environment

Benefits

• Global exchange program
• Weekly happy hour
• Delicious healthy lunches
• Phantom share package
• Yearly trip to Amsterdam
• Paid holidays
• Work from home opportunities- Proven ability to build and lead small, high-performing teams in ambiguous, fast-moving environments
• Exposure to LLM-based tooling, prompt engineering, or retrieval-augmented generation (RAG) in an operational context
• Demonstrated track record of improving resolution rates for a large-scale support operation
• Experience in a regulated industry — fintech, payments, banking, or comparable — with a working understanding of compliance constraints on AI systems
• Hands-on experience with Fin.ai, Zendesk AI, Salesforce Agentforce, Decagon, Sierra, or comparable agentic support platforms
• Strong data fluency: comfortable owning a KPI dashboard, running cohort analyses, and making prioritisation decisions from conversation-level data
• Familiarity with payment processing, acquiring, or merchant support at scale
• Experience designing or operating within a CSAT-protected AI rollout — where high quality and automation are treated as co-equal goals
• 7+ years in product management, support operations, or AI/automation leadership, with at least 2 years owning an AI or conversational AI fully agentic product in production
• 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!- 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