Senior Director, Global Customer Support (Relocate to Singapore)

Airwallex (UK) Limited

Job Overview

Location

US - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead and scale Airwallex’s global Customer Support organisation to deliver fast, high-quality, and consistent customer experiences across all regions and channels.
• Own the multi-year vision and roadmap for global support, including service tiers, channel strategy, and follow-the-sun operations to ensure 24/7 coverage.
• Architect and manage a scalable 24/7 operating model with regional hubs, defined escalation paths, and on-call rotations supported by standardized SOPs and governance frameworks.
• Define, monitor, and improve global SLAs including First Response Time (FRT), resolution time, and backlog health, while owning end-to-end analytics for CSAT, NPS, and other key performance indicators.
• Lead global quality assurance programs, case audits, and standardized coaching initiatives to drive continuous improvement in support quality and consistency.
• Design and optimize the global support tech stack—including ticketing, telephony, chat, community forums, and knowledge management systems—in partnership with Product and Engineering teams.
• Drive deflection initiatives through enhanced knowledge management and in-product guidance to reduce contact volume while improving customer self-service experience.
• Act as the primary liaison between Customer Support and Product/Engineering teams to improve product supportability, prioritize bug fixes, and refine incident management processes.
• Lead Support’s response during major incidents and crises, ensuring timely, accurate customer communications and clear executive visibility.
• Build, develop, and retain a high-performing, diverse global support organisation, including regional leaders, specialist pods, and career pathing frameworks.
• Own the vendor and BPO strategy, including performance management, commercial optimization, compliance, and operational oversight across all regions.
• Leverage AI and automation tools in support workflows—including LLM-powered agent assist, automated triage, chatbots, summarization, and translation—with governance for accuracy, privacy, and human-in-the-loop QA.
• Translate customer feedback into actionable product and operational insights, advocating for the Voice of Customer across cross-functional teams.
• Partner with Finance and Operations to optimize cost-to-serve while maintaining or improving customer experience outcomes in a high-growth, global environment.
• Implement data-driven decision-making using Excel/Sheets and BI tools (e.g., Looker, Tableau, Power BI); experience with SQL is highly regarded.
• Ensure all support operations comply with regional regulations and Airwallex’s operational principles, maintaining consistency without sacrificing local nuance.

🎯 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
• Hands-on experience applying AI and automation in Support (e.g., LLM-powered agent assist, automated triage/routing, knowledge search, summarisation, translation, chatbots) with governance for accuracy, privacy, and human-in-the-loop QA

🏖️ Benefits

• Opportunity to work at a US$8 billion fintech leader with global scale and impact
• Collaborative environment with world-class teams across 26 offices worldwide
• Exposure to cutting-edge AI and automation tools in customer support
• Career growth within a high-growth, founder-led culture that values ownership and accelerated learning

Skills & Technologies

Senior

Remote

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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