Senior Director, Global Customer Support (Fintech)

TL;DR

Senior Director, Global Customer Support (Fintech): Leading and scaling the global customer support organization to deliver high-quality, consistent experiences across regions and channels with an accent on global strategy, operational excellence, and digital transformation. Focus on architecting 24/7 operating models, driving AI-powered self-service innovation, and optimizing the global support tech stack.

Location: Must be based in or relocate to Singapore

Company

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.
• Collaborative culture that values humility and a "get stuff done" mentality.
• Opportunity to solve complex, high-visibility problems within a high-growth, well-funded global company.
• Commitment to diversity, equity, and equal opportunity employment.