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Airwallex
Senior Director, Global Customer Support
Singapore, Singapore, SingaporePosted 5 months agofulltime
What you'd do
- Own the multi-year vision for global support,service tiers,coverage,and channels
- Architect and run a 24/7 operating model with regional hubs and escalation paths
- Define and manage global SLAs and own the CSAT and NPS analytics engine
What they want
- Bring 10+ years in support or service operations,5+ leading multi-region teams
- Show a track record improving CSAT,resolution time,backlog,and cost-to-serve
- Lead capacity planning,workforce management,forecasting,and scalable processes
Nice to have
- B2B SaaS,fintech,or payments experience in regulated multi-product environments
- Operate global support platforms such as Zendesk and Confluence at scale
- Manage BPO and vendor relationships including commercials and compliance
Seoulstart's read
- Work authorization
- Not stated, verify with recruiter
- Language beyond English
- No language beyond English stated
- Context
- The job explicitly includes running 24/7 coverage and on-call rotations,so off-hours work across regions is built into the role.
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