Senior Director, Global Customer Support

Airwallex
Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsSkills: ["Communication","Leadership","Stakeholder management","Problem-solving","Analytical"]

Lead and scale the global Customer Support organization to deliver fast, high-quality experiences across regions and channels. Own the global strategy, operating model, and performance outcomes; collaborate with Product, Engineering, Customer Success and Sales to improve customer health, retention and cost-to-serve. Build a 24/7 global support presence with regional hubs, governance, and a data-driven improvement program.

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FursaFursa
Airwallex
Airwallex
4 months ago

Senior Director, Global Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead and scale the global Customer Support organization to deliver fast, high-quality experiences across regions and channels. Own the global strategy, operating model, and performance outcomes; collaborate with Product, Engineering, Customer Success and Sales to improve customer health, retention and cost-to-serve. Build a 24/7 global support presence with regional hubs, governance, and a data-driven improvement program.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

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 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 QA, case audits, and standardized coaching programs.
  • •Lead the design and optimization of the global support tech stack (ticketing, telephony, chat, knowledge) and drive deflection initiatives through knowledge management and in-product guidance.

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 CSAT, resolution time, backlog and cost-to-serve in a high-growth environment.
  • •Operational leadership in capacity planning, queue and workforce management, forecasting and scalable processes.
  • •Deep experience partnering with Product and Engineering on incident management, bug triage, reliability improvements and product launches.
  • •Strong analytical skills with Excel/Sheets and BI tools (Looker, Tableau, Power BI); SQL is highly regarded.
Experience:10+ yearsFintechPaymentsSaaSBPO
Skills:CommunicationLeadershipStakeholder managementProblem-solvingAnalytical
Languages:English
Tech Stack:LookerTableauPower BIExcelSQLZendeskConfluenceLLMAILooker Studio

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
Glassdoor: 3.7
WebsiteLinkedInGlassdoor