Senior Director, Global Customer Support

Job description

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM The Operations team at Airwallex plays a pivotal role in driving the company’s overall customer experience and operational excellence. We are a collaborative group of analysts, strategists, and operational experts who are passionate about translating vision into action. We leverage data insights, sharp problem-solving skills, and a deep understanding of the business to optimize processes, uplift customer experience, identify uplift opportunities, and ensure Airwallex operates efficiently at scale and delivers a delightful customer experience. WHAT YOU'LL DO As Senior Director, Global Customer Support, you will lead and scale our global Customer Support organisation to deliver fast, high-quality and consistent customer experiences across regions and channels. You will own the global support strategy, operating model and performance outcomes – balancing standardisation with regional nuances – and work cross-functionally with Product, Engineering, Customer Success and Sales to improve customer health, retention and cost-to-serve. 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 operatibg model, including 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 simultaneously improving the 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 prioritisation. - 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 organisation, 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. WHO YOU ARE We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - 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, summarisation, 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 optimisation, performance management, QA and compliance. APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.