Senior Director, Global Customer Support

We'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. ## Applicant Safety Policy: Fraud and Third-Party Recruiters

*To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @*airwallex.com email address. Please apply only through 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.