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Senior Director, Global Customer Support
Location
Singapore
Posted
3 days ago
Salary
S$218K - S$330K / year
Seniority
Senior
Job Description
Senior Director, Global Customer Support
Airwallex
• Lead and scale our global Customer Support organisation to deliver fast, high-quality and consistent customer experiences across regions and channels • Own the global support strategy, operating model and performance outcomes – balancing standardisation with regional nuances • Architect and run a 24/7 operating model, including regional hubs, escalation paths, and on-call rotations, supported by robust 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 global QA, case audits, and standardized coaching programs • Lead the design and optimization of the global support tech stack (ticketing, telephony, chat, community, knowledge) in partnership with internal teams • Drive deflection initiatives through knowledge management and in-product guidance to reduce contact rates while simultaneously improving the customer experience • Act as the primary bridge between Support and Product/Engineering to improve supportability standards, incident management and bug prioritisation • Represent Voice of Customer and lead Support response for crisis management and major incidents, ensuring clear executive visibility and timely customer communications • Build and develop a high-performing, diverse global support organisation, including regional leaders, hubs and specialist pods, through strategic org design and career pathing • Own the vendor/BPO strategy, performance and commercials, ensuring cost-efficient and compliant operations across regions.
Job 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 key support outcomes (CSAT, resolution time, backlog, cost-to-serve) in a high-growth environment
- Demonstrated operational leadership in capacity planning, queue and workforce management, forecasting and building scalable processes
- Deep experience partnering with Product and Engineering on incident management, bug triage, reliability/supportability improvements and product launches
- Strong analytical skills, including proficiency with Excel/Sheets and BI tools (e.g. Looker, Tableau, Power BI); experience with SQL is highly regarded
- Excellent stakeholder management and executive communication, with the ability to influence across functions and geographies
- Hands-on experience applying AI and automation in Support (e.g. LLM-powered agent assist, automated triage/routing, knowledge search, summarisation, translation, chatbots) with clear governance around accuracy, privacy and human-in-the-loop QA.
Benefits
- Employees receive at least the statutory minimum for paid annual leave and public holidays
- Many locations offering additional company-provided vacation days
- Eligible to participate in medical, dental, and vision insurance
- 401(k) plan
- Short-term and long-term disability
- Basic life insurance
- Well-being benefits
- 20 paid days of vacation and 12 paid days of company holidays for US-based employees
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