Operations Manager – Customer Support (Australia)

About the role

We are looking for an Operations Manager to lead our offshore customer support team and own the end‑to‑end customer operations for Australian users. The role combines people leadership, operational ownership and customer advocacy to ensure a seamless, compliant and continuously improving support experience.

Key responsibilities

• Directly manage the offshore customer support team serving Australian users, setting expectations for empathy, accuracy, tone and resolution quality.
• Coach and develop team members to understand the broader customer context and drive a customer‑first culture while maintaining risk and compliance discipline.
• Own the full support journey for Australian users, handling complex or high‑risk escalations such as scams, fraud and identity verification.
• Act as the final escalation point where customer outcomes intersect with regulatory considerations.
• Represent the voice of the customer in cross‑functional discussions with Compliance, Legal, Product and Marketing.
• Partner with Compliance, Legal and Operations to ensure support processes align with Australian regulations.

Required profile

• Proven experience leading customer support or operations teams, preferably in a fintech or digital‑payments environment.
• Strong analytical mindset with the ability to identify patterns, root causes and systemic improvements.
• Excellent communication and stakeholder‑management skills across compliance, legal, product and marketing functions.
• Ability to manage high‑risk escalations and balance short‑term fixes with long‑term enhancements.

Required skills

• Team leadership and coaching
• Escalation management
• Knowledge of Australian financial regulations

What we offer

• Opportunity to shape the customer experience for a leading multi‑currency digital wallet.
• Dynamic, inclusive and fast‑growing fintech environment.