Manager, Customer Support, EMEA; Maternity Cover

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 200,000 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 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US $8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, 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.

We hire successful 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. If that sounds like you, let’s build what’s next.

This is a maternity cover 12 month fixed term contract.

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.

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 be responsible for overseeing the customer support operations across the EMEA region, ensuring that our customers receive prompt, effective, and empathetic service. You will be leading a team of customer support professionals, optimising 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.

• 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 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…