Global Technical Support Lead

3 weeks ago

Market St San Francisco CA USA, United States Airwallex Full time

About Airwallex

Airwallex is a leading unified payments and financial platform for global businesses. Our unique combination of proprietary infrastructure and software empowers over 100,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management, and treasury to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices globally.

Valued at US$5.6 billion and backed by world-leading investors, Airwallex is leading the charge in building the global payments and financial platform of the future.

The Role

We are seeking a highly skilled Technical Support Director to lead our global technical support function, supporting both our Financial OS and Enterprise customers.

Your goal is to ensure any customer issues are managed according to our agreed SLAs, while improving how we scale as a business.

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

Key Responsibilities

  • 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 engineers, customer operations, product, and commercial teams
  • Hire, train, and mentor team members to ensure we achieve our overall company goal

Requirements

  • 4+ years of technical support or software development experience and 3+ years of management experience
  • Ability to triage, diagnose, and drive to resolution customer support requests
  • Assisting software engineers in replicating issues customers see in production
  • Familiar with REST, JSON, HTTP, HTTPS, SQL
  • Experienced in e-commerce, payment, fintech industry is a plus

What We Offer

  • Industry-leading salaries and rewards
  • 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
  • Access to our mental wellness platform to provide personalized, 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

Equal Opportunity Employer

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.

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