Senior Director, Global Customer Support

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Airwallex

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

💳 Fintech

💸 Finance

Fintech • Finance • Payments

Airwallex is a fintech company that provides leading technology solutions to manage global payments, treasury, and financial operations for businesses. It offers a comprehensive suite of financial services including business accounts, spend management tools, payment solutions, and embedded finance components to build custom financial products. Airwallex's platform supports multi-currency transactions, interbank FX rates, and global transfers, aiming to simplify financial operations and unlock growth opportunities for over 150,000 businesses worldwide. The company is committed to providing safe, reliable, and compliant financial services with a strong technological infrastructure.

📋 Description

• Lead and scale our global Customer Support organisation to deliver fast, high-quality and consistent customer experiences across regions and channels • Own the global support strategy, operating model and performance outcomes – balancing standardisation with regional nuances • Architect and run a 24/7 operating model, including regional hubs, escalation paths, and on-call rotations, supported by robust SOPs and governance • 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 • 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 • 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 • 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.

🎯 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, summarisation, translation, chatbots) with clear governance around accuracy, privacy and human-in-the-loop QA.

🏖️ Benefits

• Employees receive at least the statutory minimum for paid annual leave and public holidays • Many locations offering additional company-provided vacation days • Eligible to participate in medical, dental, and vision insurance • 401(k) plan • Short-term and long-term disability • Basic life insurance • Well-being benefits • 20 paid days of vacation and 12 paid days of company holidays for US-based employees