Senior Complaints Specialist, EMEA

Airwallex is the AI-native financial operating system for a real-time intelligent economy. More than 676000 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. Were 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.

Were co-headquartered in San Francisco and Singapore with more than 2300 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 to see it in full.

Were 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. Youll 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 youll lead our monthly complaints reviews drive root cause analysis and step up complaints handling processes for the region.

• Youre 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.

• Youre 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

• Youre detailed-orientated you can prepare thorough case files gather evidence and represent Airwallex professionally in front of the Financial Ombudsman Service

• Youre ready to step up youll run our monthly complaints meetings and drive root cause analysis across EMEA.

• Youre a great collaborator youll work closely with internal teams to fix the root cause of issues.

• Youre ambitious youre 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

• 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 Airwallexs 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

• 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

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 @ email address. Please apply only through 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.

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 dont 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.

Required Experience:

Senior IC