Ombudsman, Brazil

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 150,000 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 1,700 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$6.2 billion and backed by world-leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, 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.

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

As the Ombudsman for Airwallex in Brazil, you will serve as an independent advocate for our customers, ensuring fairness and transparency in the resolution of escalated complaints. This critical role will focus on providing impartial assessments of customer grievances, identifying systemic issues, and driving improvements to Airwallex's processes and services in Brazil. You will be instrumental in upholding our commitment to customer satisfaction and adhering to Brazil Central Bank regulations for PIs.

Responsibilities:

• Serve as the final point of escalation for customer complaints that have not been resolved through standard support channels.

• Conduct thorough, impartial investigations into customer grievances, gathering all necessary information to understand the customer's perspective and the company's actions. Evaluate each complaint based on fairness, contractual obligations, regulatory requirements, and best practices.

• Provide clear, concise, and timely decisions on complaint resolutions, explaining the rationale in a way that is easily understood by the customer.

• Analyze complaint trends and data to identify recurring issues, process gaps, or areas for improvement in Airwallex's products, services, and policies. Proactively advocate for changes within the organization to address systemic issues and prevent future complaints.

• Provide regular feedback to relevant teams (e.g., Product, Operations, Customer Support) on customer pain points and opportunities for enhancement. Maintain accurate records of all complaints and resolutions.

• Ensure that the Ombudsman function operates in full compliance with the Central Bank of Brazil's regulations for Payment Institutions (PIs) and other applicable consumer protection laws. Prepare and present regular reports to the Board of Directors or a designated governance committee on Ombudsman activities, including key metrics, trends, and recommendations.

• Act as a key liaison between Airwallex and its customers, fostering trust and promoting open communication.

• Collaborate effectively with internal teams to facilitate complaint investigations and drive process improvements.

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

• At least 3 years of experience in a combination of customer advocacy, dispute resolution, legal, compliance, or risk management roles

• Deep understanding of the Brazilian financial regulatory landscape, particularly governing Payment Institutions (PIs) and consumer rights.

• Exceptional communication and interpersonal skills, with the ability to communicate effectively with customers, internal stakeholders, and regulators. Ability to work independently, manage multiple priorities, and meet deadlines.

• Excellent analytical, problem-solving, and decision-making skills, with the ability to assess complex situations impartially.

• Proficiency in using CRM systems for case management and reporting. Strong data analysis skills to identify trends and patterns in complaint data.

• Fluency in Portuguese and English is essential. Must have the right to work in Brazil, be located in Brazil, and work during Brazil business hours.

• Experience doing this work within the financial services or fintech industry in Brazil.

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.

Compensation Range: R$200K - R$300K