Head of Global Customer Support

Airwallex (UK) Limited

Job Overview

Location

SG - Singapore

Job Type

Full-time

Full Job Description

📋 Description

• As Head of Global Customer Support at Airwallex, you will lead and scale the global Customer Support organisation to deliver fast, high-quality, and consistent customer experiences across regions and channels, directly impacting customer health, retention, and cost-to-serve for a unified payments and financial platform serving over 200,000 businesses worldwide.
• You will own the global support strategy, operating model, and performance outcomes, balancing standardisation with regional nuances while working cross-functionally with Product, Engineering, Customer Success, and Sales to improve supportability, incident management, and product launches.
• The Operations team at Airwallex drives customer experience and operational excellence through data insights, problem-solving, and process optimization, translating vision into action to ensure efficient, scalable operations and a delightful customer experience across 26 global offices.
• You will architect and run a 24/7 operating model with regional hubs, escalation paths, and on-call rotations, supported by robust SOPs and governance, enabling follow-the-sun support and consistent service delivery across time zones.
• You will define and manage global SLAs (FRT, resolution time, backlog health), own the end-to-end analytics engine (CSAT, NPS), and lead continuous improvement through global QA, case audits, and standardized coaching programs to elevate support quality and efficiency.
• You will lead the design and optimization of the global support tech stack (ticketing, telephony, chat, community, knowledge), drive deflection initiatives via knowledge management and in-product guidance, and reduce contact rates while improving customer experience through self-service innovation.
• You will act as the primary bridge between Support and Product/Engineering to improve supportability standards, lead Voice of Customer advocacy, and manage crisis response for major incidents with clear executive visibility and timely customer communications.
• You will build and develop a high-performing, diverse global support organisation through strategic org design, career pathing, and leadership of regional hubs and specialist pods, while owning vendor/BPO strategy, performance, and commercials for cost-efficient, compliant operations.
• You will apply AI and automation in Support (LLM-powered agent assist, automated triage/routing, knowledge search, summarisation, translation, chatbots) with governance around accuracy, privacy, and human-in-the-loop QA to work smarter and solve problems faster.
• You will grow your career by tackling complex, high-visibility problems with exceptional teammates in a mission-driven, founder-like culture that values speed, rigor, curiosity, and end-to-end ownership, contributing to Airwallex’s vision of building the global payments and financial platform of the future.

🎯 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 (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.

🏖️ Benefits

• Opportunity to lead and scale a global support organisation for a US$8 billion-valued fintech powering over 200,000 businesses worldwide.
• Work with world-leading investors including T. Rowe Price, Visa, Mastercard, Sequoia, Salesforce Ventures, and DST Global in a mission-driven, innovative environment.
• Access to cutting-edge AI and automation tools to drive efficiency and innovation in customer support operations.
• Collaborate with exceptional teammates across 26 global offices in a culture that values founder-like energy, ownership, and continuous learning.
• Clear career growth path in a rapidly scaling company building the future of global banking and embedded finance.
• Equal opportunity employer committed to diversity, inclusion, and merit-based hiring with accommodations available for disabilities or special needs.

Skills & Technologies

Onsite

Degree Required

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Airwallex (UK) Limited

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About Airwallex (UK) Limited

Airwallex is a global financial technology company providing cross-border payment and banking infrastructure for businesses. It offers multi-currency accounts, foreign exchange, card issuing, expense management, and embedded finance APIs. Founded in Melbourne in 2015, the company serves enterprises and SMEs across Asia-Pacific, Europe, and the Americas, operating under licenses in multiple jurisdictions and processing billions in annualized transaction volume.

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