Ombudsman, Brazil

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: R$200K - R$300K

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.

About Airwallex

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.

About the Team

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.

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.

Minimum Qualifications

• At least 3 years of experience in a combination of customer advocacy, dispute resolution, legal, compliance, or risk management roles.
• Deep understanding of customer service principles and best practices.
• Familiarity with Brazilian consumer protection laws and regulations, particularly those relevant to financial services and payment institutions.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Strong communication and interpersonal skills, with the ability to articulate complex issues clearly and empathetically.
• Proven ability to conduct thorough and impartial investigations.
• High degree of integrity, professionalism, and ethical conduct.
• Proficiency in Portuguese and English.

Preferred Qualifications

[Information not provided in the original job description]