🛠 Tech Stack

💼 About This Role

You'll lead and scale Airwallex's global Customer Support organization, driving strategy and operational excellence for a unified payments platform. You'll own multi-year roadmap, service tiers, and performance outcomes across 26 offices. Work with Executive stakeholders to improve customer health and reduce cost-to-serve while building a high-performing team.

🎯 What You'll Do

• Architect and run a 24/7 follow-the-sun support operating model
• Define and manage global SLAs and continuous improvement programs
• Lead digital transformation of support tech stack and self-service initiatives
• Act as bridge between Support and Product/Engineering for incident leadership

📋 Requirements

• 10+ years in Customer Support with 5+ years leading global teams
• Proven track record improving CSAT, resolution time, and cost-to-serve
• Deep experience in incident management and product partnership
• Strong analytical skills with Excel/Sheets and BI tools

✨ Nice to Have

• Experience in B2B SaaS, fintech, or payments
• Experience with global support platforms

🎁 Benefits & Perks

• 🏖️ Global impact at a high-growth fintech unicorn
• 💻 Cutting-edge tech stack and AI/automation projects
• 📈 Career growth with accelerated learning and ownership

🚩 Heads Up

• Mismatch: title 'Senior Director' but reporting structure not clearly defined
• Combines strategic leadership with hands-on operational metrics: may require deep execution