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Airwallex is a unified payments and financial platform serving over 250,000 global businesses including Brex, Rippling, Navan, and Qantas. The company operates across 27 offices worldwide with 2,300+ employees and is valued at $11 billion, backed by leading investors including Sequoia, Visa, and Mastercard.
This is a foundational role: you'll be Airwallex's first dedicated complaints specialist in the EMEA region, building the complaints function from the ground up. You'll manage a steady caseload of complex disputes while meeting strict regulatory deadlines under UK DISP rules and Financial Ombudsman Service (FOS) processes.
Key responsibilities include: owning and resolving complaints within legal timeframes; managing escalations to the FOS, including preparing case files and representing Airwallex professionally; serving as the day-to-day point of contact with regulators; leading monthly EMEA complaints reviews to surface trends and priorities; driving root cause analysis cross-functionally to fix systemic issues rather than one-off problems; and helping shape how Airwallex uses AI to scale complaints handling efficiently.
You'll need 5+ years handling regulated complaints in financial services, strong knowledge of DISP and FOS processes, experience liaising with regulators, a track record of meeting productivity and quality targets in high-volume deadline-driven environments, excellent written and verbal English communication, and fintech or payments experience. Experience with root cause analysis, process improvement, and AI-driven automation tools is valued. This role combines hands-on complaint resolution with strategic process leadership—you're both a skilled operator and a builder shaping how the region handles disputes at scale.
