Senior Director, Global Customer Support (Relocate to Singapore)

Airwallex

5d•SGD 218,000 - SGD 330,000•Onsite

About The Position

Airwallex is seeking a Senior Director, Global Customer Support to lead and scale its global Customer Support organization. This role is responsible for delivering fast, high-quality, and consistent customer experiences across regions and channels. The individual will own the global support strategy, operating model, and performance outcomes, balancing standardization with regional nuances. They will collaborate with Product, Engineering, Customer Success, and Sales to improve customer health, retention, and cost-to-serve. The position is based in Singapore.

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.

Nice To Haves

Experience in B2B SaaS, fintech, payments or other complex, regulated, multi-product environments.
Experience operating at scale on global support platforms such as Zendesk and knowledge systems like Confluence.
Proven success managing BPO / vendor relationships, including commercial optimisation, performance management, QA and compliance.

Responsibilities

Own the multi-year vision and roadmap for global support, including service tiers, coverage, channel strategy and follow-the-sun operations.
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 prioritization.
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 organization, 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.