Senior Director, Global Customer Support (Relocate to Singapore)

About the Company

Airwallex is the only unified payments and financial platform for global businesses. Powered by proprietary infrastructure and software, we empower over 250,000 businesses worldwide—including Brex, Rippling, Navan, Qantas, SHEIN, and many more—with fully integrated solutions to manage business accounts, payments, spend management, treasury, and embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 innovators across 27 offices globally. Valued at US$11 billion and backed by world-leading investors such as T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is building the global payments and financial platform of the future.

Attributes We Value

We hire ambitious builders with founder-like energy who thrive on impact, accelerated learning, and ownership. You bring strong expertise, sharp thinking, and a mission-driven mindset. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles while balancing speed and rigor. You’re humble, collaborative, and turn ideas into real products end-to-end. You leverage AI to work smarter and solve problems faster. Here, you’ll tackle complex, high-visibility challenges alongside exceptional teammates and grow your career as we shape the future of global banking.

About the Team

The Operations team at Airwallex drives customer experience and operational excellence. We are a collaborative group of analysts, strategists, and operational experts passionate about translating vision into action. Using data insights, problem-solving, and deep business understanding, we optimize processes, enhance customer experience, identify growth opportunities, and ensure Airwallex operates efficiently at scale.

Responsibilities

• Global Strategy & Operating Model: Own the multi-year vision and roadmap for global support, including service tiers, coverage, channel strategy, and follow-the-sun operations. Architect and run a 24/7 operating model with regional hubs, escalation paths, and on-call rotations, supported by robust SOPs and governance.
• Operational Excellence & Performance Management: Define and manage global SLAs (e.g., FRT, resolution time, backlog health) and own the end-to-end analytics engine (CSAT, NPS). Lead regular updates and drive continuous improvement through global QA, case audits, and standardized coaching programs.
• Digital Transformation & Self-Service Innovation: Lead the design and optimization of the global support tech stack (ticketing, telephony, chat, community, knowledge) in partnership with internal teams. Drive deflection initiatives through knowledge management and in-product guidance to reduce contact rates while improving customer experience.
• Cross-Functional Advocacy & Incident Leadership: Act as the primary bridge between Support and Product/Engineering to improve supportability standards, incident management, and bug prioritization. Represent Voice of Customer and lead Support response for crisis management and major incidents, ensuring clear executive visibility and timely customer communications.
• Team Leadership & Vendor Ecosystem: Build and develop a high-performing, diverse global support organization, including regional leaders, hubs, and specialist pods, through strategic org design and career pathing. Own the vendor/BPO strategy, performance, and commercials, ensuring cost-efficient and compliant operations across regions.

Requirements

• 10+ years in Customer Support / Customer Experience / Service Operations, with 5+ years leading multi-region or global teams at scale.
• Proven track record improving key support outcomes (CSAT, resolution time, backlog, cost-to-serve) in a high-growth environment.
• Demonstrated operational leadership in capacity planning, queue and workforce management, forecasting, and building scalable processes.
• Deep experience partnering with Product and Engineering on incident management, bug triage, reliability/supportability improvements, and product launches.
• Strong analytical skills, including proficiency with Excel/Sheets and BI tools (e.g., Looker, Tableau, Power BI); experience with SQL is highly regarded.
• Excellent stakeholder management and executive communication, with the ability to influence across functions and geographies.
• Hands-on experience applying AI and automation in Support (e.g., LLM-powered agent assist, automated triage/routing, knowledge search, summarization, translation, chatbots) with clear governance around accuracy, privacy, and human-in-the-loop QA.

Preferred Qualifications

• Experience in B2B SaaS, fintech, payments, or other complex, regulated, multi-product environments.
• Experience operating at scale on global support platforms such as Zendesk and knowledge systems like Confluence.
• Proven success managing BPO / vendor relationships, including commercial optimization, performance management, QA, and compliance.

Pay

SGD 218K - SGD 330K