Airwallex

4 weeks ago

Senior Director, Global Customer Support (Relocate to Singapore)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead and scale a global Customer Support organization to deliver fast, high‑quality experiences across regions and channels. Own the global support strategy, operating model, and performance metrics, partnering with Product, Engineering, Customer Success and Sales to improve customer health, retention, and cost-to-serve. This role is based in Singapore and involves building a 24/7 operating model with regional hubs and on-call rotations.

Location: Singapore

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Director level

Key Responsibilities

•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 operating model, including regional hubs, escalation paths, and on-call rotations, supported by robust SOPs and governance
•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
•Lead the design and optimization of the global support tech stack (ticketing, telephony, chat, knowledge) in partnership with internal teams

Pay and Benefits

Salary: SGD 218,000 - 330,000 annually

Equity and Bonus:Equity

Key Requirements

•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 (Looker, Tableau, Power BI); experience with SQL is highly regarded

Experience:10+ yearsFintechPaymentsSaaS

Skills:LeadershipCommunicationStakeholder managementProblem-solvingAnalytical thinking

Languages:English

Tech Stack:LookerTableauPower BISQLZendeskConfluenceLLM AI

Company Brief

Airwallex

Airwallex is a global payments and financial platform that provides business accounts, cross-border payments, treasury, corporate cards, and embedded finance APIs to help companies manage global financial operations and scale internationally.

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Singapore, Singapore

Founded: 2015

Glassdoor: 3.7

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Airwallex

4 weeks ago

Senior Director, Global Customer Support (Relocate to Singapore)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Director level

Key Responsibilities

•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 operating model, including regional hubs, escalation paths, and on-call rotations, supported by robust SOPs and governance
•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
•Lead the design and optimization of the global support tech stack (ticketing, telephony, chat, knowledge) in partnership with internal teams

Pay and Benefits

Salary: SGD 218,000 - 330,000 annually

Equity and Bonus:Equity

Key Requirements

•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 (Looker, Tableau, Power BI); experience with SQL is highly regarded

Experience:10+ yearsFintechPaymentsSaaS

Skills:LeadershipCommunicationStakeholder managementProblem-solvingAnalytical thinking

Languages:English

Tech Stack:LookerTableauPower BISQLZendeskConfluenceLLM AI

Company Brief

Airwallex

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: Singapore, Singapore

Founded: 2015

Glassdoor: 3.7

Website LinkedIn Glassdoor