Senior Complaints Specialist, EMEA

ABOUT AIRWALLEX

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.

THE ROLE:

We're looking for a dedicated, organised Senior Complaints Specialist to join us as we build our Complaints function in EMEA from the ground up - this is our first dedicated complaints hire in the region. You'll spend the majority of your time as a proactive, high-energy complaint handler: resolving complex disputes and keeping pace with our regulatory deadlines. This is much more than a standard complaint handler role: alongside resolving complex disputes, you'll lead our monthly complaints reviews, drive root cause analysis, and step up complaints handling processes for the region.

WHO YOU ARE:

- You're a natural complaint handler – you take ownership of a steady caseload, resolve issues objectively and fairly, and can turn a messy, technical problem into a clear explanation for the customer. You also have extensive knowledge of UK regulations including DISP and the FOS complaints handling process.

- You're organised and deadline-driven – you manage your own schedule to make sure every case is resolved within the required legal timeframes, without needing to be chased

- You're detailed-orientated– you can prepare thorough case files, gather evidence, and represent Airwallex professionally in front of the Financial Ombudsman Service

- You're ready to step up – you’ll run our monthly complaints meetings and drive root cause analysis across EMEA.

- You're a great collaborator – you'll work closely with internal teams to fix the root cause of issues.

- You’re ambitious – you're excited by the idea of shaping how we run complaints across EMEA as our first hire in the function, and by helping us build how we use AI to handle complaints at scale

RESPONSIBILITIES

- Manage your caseload: Take ownership of a steady stream of complaints, meeting daily targets while maintaining high standards.

- Meet regulatory timelines: Manage your own schedule to ensure every case is resolved within the required legal timeframes

- Lead on regulator escalations: Manage cases that reach the Financial Ombudsman Service, preparing thorough case files, gathering evidence, and drafting Airwallex's final position

- Own the regulator relationship: Act as the day-to-day point of contact with the Ombudsman, keeping our responses professional, timely and factual

- Lead our EMEA complaints reviews: Run our monthly complaints meetings, bringing visibility to trends, volumes and priorities across the region

- Drive root cause analysis: Work cross-functionally with internal teams to identify why issues occur, and lead the push for long-term fixes rather than one-off resolutions

- Help build our complaints AI capability: As volumes grow, help shape how we use AI to handle complaints more efficiently at scale

WHAT YOU'LL BRING:

- 5+ years' experience handling regulated complaints, ideally within financial services

- Strong working knowledge of DISP and other relevant complaints-handling regulation

- Experience preparing cases for, and liaising with, regulators such as the Financial Ombudsman Service

- A track record of meeting productivity and quality targets in a high-volume, deadline-driven environment

- Strong verbal and written communication skills in English

- Experience driving root cause analysis or process improvement cross-functionally

- Confidence using AI-driven tools to automate manual processes and improve efficiency

- Fintech or payments experience is required

APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page.

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.

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.