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 digital transformation by optimizing the global support tech stack and driving deflection through knowledge management.
• 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 of experience 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, chatbots, automated triage).

Preferred Qualifications

• Experience in B2B SaaS, fintech, or complex regulated payment environments.
• Experience operating at scale on platforms such as Zendesk and knowledge systems like Confluence.
• Proven success managing BPO and vendor relationships, including commercial optimization and compliance.

About the Company

Airwallex is a unified payments and financial platform for global businesses. Powered by proprietary infrastructure and software, we empower over 200,000 businesses worldwide—including Brex, Rippling, and Qantas—to manage business accounts, payments, spend management, and treasury at a global scale.