Senior Director Customer Support

Location: Must be based in or relocate to Singapore. Company: Airwallex is a unified payments and financial platform for global businesses, empowering over 200,000 companies worldwide with integrated financial solutions. What you will do: — 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 governance. — Define global SLAs (FRT, resolution time) and manage the end-to-end analytics engine for CSAT and NPS. — Lead digital transformation by optimizing the support tech stack and driving AI-driven deflection initiatives. — Act as the primary bridge between Support and Product/Engineering to improve supportability and lead crisis management. — Build a high-performing global team and oversee the vendor/BPO strategy, performance, and commercials. Requirements: — 10+ years in Customer Support/CX, with 5+ years leading multi-region global teams at scale. — Proven track record of improving key outcomes (CSAT, resolution time, cost-to-serve) in high-growth environments. — Expertise in capacity planning, workforce management, and building scalable operational processes. — Strong analytical skills with proficiency in Excel, BI tools (Looker, Tableau), and ideally SQL. — Hands-on experience applying AI and automation (LLMs, automated triage, chatbots) in support workflows. — Must be based in or relocate to Singapore. Nice to have: — Experience in B2B SaaS, fintech, or complex regulated payment environments. — Proficiency with global support platforms like Zendesk and knowledge systems like Confluence. — Success in BPO vendor relationship management, including commercial optimization and compliance. Culture & Benefits: — Environment for successful builders with founder-like energy and a focus on true ownership. — Collaborative culture that values humility and a "get stuff done" mentality. — Opportunity to solve complex, high-visibility problems within a high-growth, well-funded global company. — Commitment to diversity, equity, and equal opportunity employment.