Senior Director, Global Customer Support

Responsibilities

• 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 SOPs.
• Define and manage global SLAs (FRT, resolution time, backlog health) and own end-to-end analytics (CSAT, NPS).
• Lead the design and optimization of the global support tech stack in partnership with internal teams.
• Drive deflection initiatives through knowledge management and in-product guidance.
• Act as the primary bridge between Support and Product/Engineering to improve supportability and incident management.
• Build and develop a high-performing, diverse global support organization and manage the vendor/BPO strategy.

Requirements

• 10+ years in Customer Support, Customer Experience, or Service Operations.
• 5+ years leading multi-region or global teams at scale.
• Proven track record of improving key support outcomes in high-growth environments.
• Demonstrated operational leadership in capacity planning, workforce management, and forecasting.
• Deep experience partnering with Product and Engineering on incident management and product launches.
• Strong analytical skills with proficiency in Excel/Sheets and BI tools (e.g., Looker, Tableau, Power BI).
• Hands-on experience applying AI and automation in Support (e.g., LLM-powered agent assist, automated triage, or chatbots).
• Excellent stakeholder management and executive communication skills.

Preferred Qualifications

• Experience in B2B SaaS, fintech, or complex, regulated multi-product environments.
• Experience operating at scale on global support platforms such as Zendesk.
• Proven success managing BPO and vendor relationships, including commercial optimization and compliance.

About the Company

Airwallex is the only unified payments and financial platform for global businesses. Powered by a unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide with integrated solutions to manage business accounts, payments, spend management, and treasury at a global scale.