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Director, Technical Support

Airwallex

Airwallex

IT, Customer Service
Singapore · Melbourne, VIC, Australia · Sydney, NSW, Australia
Posted on Monday, June 3, 2024

At Airwallex (airwallex.com), we’re building the future of global finance on one platform. Founded in 2015 in Melbourne, Airwallex is the leading financial technology platform for modern businesses to grow beyond borders. With one of the world’s most powerful payments infrastructure, our technology empowers businesses of all sizes to accept payments, move money globally, and simplify their financial operations, all on one single platform.

If you’re excited to do the most ambitious work of your career and change the way money moves around the world - join us!

The Director, Technical Support leads the global technical support function at Airwallex supporting both our Financial OS and Enterprise customers. Your goal is to ensure any customer issues are managed according to our agreed SLAs, whilst improving how we scale as a business.

This is a technical leadership role that would suit someone who has an Engineering / SRE background and who understands distributed systems.

We are open to this role being based in Hong Kong, Singapore, San Francisco, Sydney or Melbourne.

What You'll Do:

  • Manage and develop global technical support teams to ensure the highest level of customer satisfaction

  • Lead day-to-day operations for global support teams, troubleshoot customer inquiries and issues, and address escalations to senior leadership

  • Own and manage the incident management process with the ability to get hands on with our tools and systems when required

  • Create and implement processes and solutions to improve, problem resolution, incident management and customer experience

  • Monitor customer service metrics, evaluate customer experience and satisfaction, and provide meaningful reports and analysis on how and where we should improve

  • Develop cross-functional relationships with key stakeholders within the company including engineer, customer operations, product and commercial teams

  • Hire, train, and mentor team members to ensure we achieve our overall company goal.

What You’ll Bring:

  • You will have come from a technical background and can still get your hands dirty with tools such as Postman and Splunk

  • 4+ years of technical support or software development and 3+ years of management

  • Ability to triage, diagnose and drive to resolution customer support requests

  • Assisting software engineers in replicating issues customer see in production

  • A focus on continuous growth

  • A self-starter - able to come up to speed on complex, difficult concepts with minimal assistance.

  • Familiar with REST, JSON, HTTP, HTTPS, SQL

  • Experienced in e-commerce, payment, fintech industry is a plus

Life at Airwallex:

💸We commit to industry-leading salaries and rewards

💲We share our business success through every employee receiving equity

💻 Flexible working available, plus two epic working spaces in the heart of Melbourne and Sydney

🥗On-site snacks, think fully stocked fridges, beers, ice-creams and catered social lunches

💳 Your own Airwallex Virtual Card, with $1000 per year to spend on physical, lifestyle, health, or charitable donations

🧘Access to our mental wellness platform to provide personalised, private support, including coaching and EAP sessions

🎂 Enjoy a paid day off on your birthday to celebrate YOU

👪Generous parental leave, baby bonding leave, and pregnancy loss leaves

💵Paid community and volunteer leave

💸Generous Employee Referral Program rewards for referring top talent

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.