About the teamThe 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 doAs 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.
This role is based in Singapore.
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 areWe'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.
