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 Hub Manager to join our dynamic Operations team in Kuala Lumpur. The Hub Manager will be responsible for overseeing our global customer support operations, ensuring the efficient scheduling, rostering, and planning of our contractor workforce. Additionally, the Hub Manager will play a key role in optimizing workflows and driving continuous improvement in our support processes using tools such as Zendesk. The successful candidate will also lead the learning and development initiatives to ensure our team members are equipped with the skills and knowledge to deliver exceptional support to our customers.

This role is based in Kuala Lumpur, Malaysia.

Responsibilities:

• Workforce Management: Oversee the scheduling, rostering, and planning of the customer support team to ensure optimal coverage and efficiency. Monitor and analyze workforce performance metrics to make data-driven decisions and adjustments. Manage contractor relationships, ensuring compliance with company policies and standards.

• Workflow Optimization: Optimize customer support workflows to improve efficiency and response times. Utilize tools such as Zendesk to streamline processes and enhance team productivity. Identify opportunities for automation and implement solutions to reduce manual tasks.

• Learning and Development: Develop and implement training programs to enhance the skills and knowledge of the customer support team. Conduct regular performance evaluations and provide constructive feedback to team members. Foster a culture of continuous learning and improvement within the team.
  

Who 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

Who you are

We're looking for people who meet the minimum qualifications for this role.

Minimum qualifications:

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

• Extremely strong analytical skills and with some exposure in some form of scripting or programming language

• Strong problem solving skills essential

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

• Excellent written and verbal communication and presentation skills

• Technology, financial services and/or experience in a high growth environment is advantageous

• Bachelor’s degree or equivalent

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.