Senior Director, Global Customer Support (Relocate to Singapore)

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. 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. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM 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. 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 DO 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. 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

• Architect and run a 24/7 operatibg model, including regional hubs, escalation paths, and on-call rotations, supported by robust SOPs and governance.

• 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.

• Represent Voice of Customer and lead Support response for crisis management and major incidents, ensuring clear executive visibility and timely customer communications.

• Own the vendor/BPO strategy, performance and commercials, ensuring cost-efficient and compliant operations across regions.

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.

• 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.

• Build a one‑page “Support Ops Dashboard” in Excel that visualizes key metrics (CSAT, FCR, SLA breach rate) for a global team, and embed screenshots or a short video link in your application; Airwallex’s interviewers love data‑driven storytelling that shows you can turn raw numbers into strategic decisions.
• Highlight concrete experience scaling Salesforce Service Cloud across regions: describe the exact objects, flows, and automation you implemented (e.g., case routing rules, Omni‑Channel setup, custom lightning components) and quantify impact (e.g., 30% reduction in case handling time). Cite any Airwallex‑relevant integrations such as Stripe or payment‑gateway APIs.
• Prepare a 5‑minute case study on how you transformed a fragmented support organization into a unified “single pane of glass” using global knowledge bases and multilingual self‑service portals; reference Airwallex’s emphasis on a unified payments platform and show how you would align support processes with product roadmaps.
• Demonstrate cultural readiness for the Singapore hub: obtain a short “Singapore Business Etiquette” certification or include a brief note on your experience working with APAC teams, time‑zone handoffs, and local compliance (e.g., data residency, GDPR vs. PDPA). This signals you can hit the ground running after relocation.
• When discussing compensation, research Airwallex’s recent Series C funding round and typical senior leadership packages in fintech (base + equity + relocation stipend). Prepare a range that includes a performance‑linked equity component tied to global CSAT targets, and be ready to negotiate a relocation bonus that covers visa, housing, and a “home‑office setup” allowance for the Singapore office.