Airwallex
Airwallex is a unified payments and financial platform for global businesses, empowering over 200,000 companies worldwide with integrated financial solutions.
What you will do
- Own the multi-year vision and roadmap for global support, including service tiers, coverage, and follow-the-sun operations.
- Architect and manage a 24/7 operating model with regional hubs, escalation paths, and robust governance.
- Define global SLAs (FRT, resolution time) and manage the end-to-end analytics engine for CSAT and NPS.
- Lead digital transformation by optimizing the support tech stack and driving AI-driven deflection initiatives.
- Act as the primary bridge between Support and Product/Engineering to improve supportability and lead crisis management.
- Build a high-performing global team and oversee the vendor/BPO strategy, performance, and commercials.
Requirements
- 10+ years in Customer Support/CX, with 5+ years leading multi-region global teams at scale.
- Proven track record of improving key outcomes (CSAT, resolution time, cost-to-serve) in high-growth environments.
- Expertise in capacity planning, workforce management, and building scalable operational processes.
- Strong analytical skills with proficiency in Excel, BI tools (Looker, Tableau), and ideally SQL.
- Hands-on experience applying AI and automation (LLMs, automated triage, chatbots) in support workflows.
- Requirement: Must be based in or relocate to Singapore.
Nice to have
- Experience in B2B SaaS, fintech, or complex regulated payment environments.
- Proficiency with global support platforms like Zendesk and knowledge systems like Confluence.
- Success in BPO vendor relationship management, including commercial optimization and compliance.
Culture & Benefits
- Environment for successful builders with founder-like energy and a focus on true ownership.
