Manager, Customer Support, EMEA
Airwallex is the only unified payments and financial platform for global businesses. Powered by our proprietary infrastructure and software, we empower over 150,000 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 1,800 people in 26 offices around the globe. Valued at US$6.2 billion and backed by world‑leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, Airwallex is building the global payments and financial platform of the future. If you’re ready to do ambitious work, join us.
Attributes We Value
We hire builders with founder‑like energy who want real impact, accelerated learning, and true ownership. You bring strong role‑related expertise and sharp thinking, and you’re motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.
You’re humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end‑to‑end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking.
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About The Team
The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimising 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.
The Role
We are looking for a highly motivated and experienced Customer Support Manager to join our Operations team in London. As the Customer Support Manager, you will oversee the customer support operations across the EMEA region, ensuring that our customers receive prompt, effective, and empathetic service. You will lead a team of customer support professionals, optimise workflows, and drive continuous improvement in our support processes. You will collaborate with cross‑functional teams to implement solutions that enhance the customer experience and drive customer satisfaction.
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 day‑to‑day operations of the EMEA 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.
What You’ll Bring
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, including the ability to leverage hard data.
* Self‑starter that can identify and prioritize opportunities.
* Strong sense of ownership.
* Strong understanding of customer support technologies, such as Zendesk, and experience with workflow optimisation.
* Excellent communication and interpersonal skills, with the ability to lead and inspire a team.
* Bachelor's degree or equivalent experience.
Preferred Qualifications
* Wants to make a meaningful impact through their work.
* Never settles with status quo and always looks 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. If you are approached by someone claiming to represent Airwallex, please verify with our team.
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