Airwallex
Senior Director, Global Customer Support (Relocate to Singapore)
US - Remote · Director
Sponsorship not specifiedDetected 27 days ago
SQLData VisualizationLLMsStakeholder ManagementSalesforceForecastingExcelPerformance ManagementCustomer SuccessCustomer SupportZendeskLeadershipCommunicationProblem SolvingMentoring
About the role
- 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.
Responsibilities
- 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.
- 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.
Requirements
- 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.
Nice to have
- Experience in B2B SaaS, fintech, payments or other complex, regulated, multi-product environments.
- Proven success managing BPO / vendor relationships, including commercial optimisation, performance management, QA and compliance.
- APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS
- 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.
Benefits
- Own the multi-year vision and roadmap for global support, including service tiers, coverage, channel strategy and follow-the-sun operations.
- Define and manage global SLAs (e.g. FRT, resolution time, backlog health) and own the end-to-end analytics engine (CSAT, NPS).
Company info
- 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.
Equal opportunity
- 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.
Visa & Work Authorization
- 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.
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This listing is sourced directly from Airwallex's careers page and normalized into a canonical job model.