Customer Support Lead, ANZ, Operations

3 months ago

Melbourne, Australia Airwallex Full time

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – 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 across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.

About the team

The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company’s growth and maintain high service standards. Our team is dedicated to providing a seamless experience for our customers and supporting Airwallex’s mission to empower businesses globally.

What you’ll do

We are looking for a highly motivated and experienced Customer Support Lead to join our Operations team in Sydney/Melbourne. As the Customer Support Lead, you will be responsible for overseeing the customer support operations across the ANZ region, ensuring that our customers receive prompt, effective, and empathetic service. You will be leading a team of customer support professionals, optimizing workflows, and driving continuous improvement in our support processes. You will also collaborate with cross-functional teams to implement solutions that enhance the customer experience and drive customer satisfaction.

This role is based in Sydney or Melbourne.

Responsibilities:

  • Team Leadership: Manage and mentor the customer support team, fostering a culture of excellence and continuous improvement. Conduct regular performance reviews, provide feedback, and develop career development plans for team members.

  • Operational Management: Oversee the day-to-day operations of the ANZ customer support team, ensuring that SLAs are met, and customer inquiries are resolved in a timely manner. Manage scheduling and rostering to ensure optimal coverage.

  • Workflow Optimization: Identify inefficiencies in customer support workflows and implement process improvements to enhance productivity and customer satisfaction. Leverage tools such as Zendesk to streamline support processes.

  • Customer Experience: Ensure that the customer support team delivers a high level of service to our customers, addressing their needs with empathy and professionalism. Monitor customer feedback and implement changes to improve the customer experience.

  • Collaboration: Work closely with other departments, including Product, Engineering, and Sales, to ensure that customer feedback is integrated into product development and that the support team is prepared for new product launches.

  • Reporting and Analysis: Monitor key performance metrics and generate reports on team performance. Use data-driven insights to make informed decisions and implement strategies for improvement.

Who you are

We’re looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

  • At least 4 years of experience, preferably with a fast growing tech startup or top-tier strategy/management consulting or equivalent

  • Minimum of 1 year in a leadership role 

  • Strong problem solving skills essential, including ability to leverage hard data

  • Self-starter that can identify and prioritize opportunities to focus on

  • Strong understanding of customer support technologies, such as Zendesk, and experience with workflow optimization.

  • Excellent communication and interpersonal skills, with the ability to lead and inspire a team.

  • Bachelor’s degree or equivalent experience.

Preferred qualifications:

We are looking for someone who:

  • wants to make a meaningful impact through their work

  • has a strong sense of ownership

  • never settles with status quo and always looking for better solutions

  • has incredibly strong problem solving skills 

  • is a genuine truth-seeker, able to speak up while maintaining humility

Equal opportunity

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.

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