Analyst, Customer Support

Airwallex

3d

About The Position

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 200,000 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 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, 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.
We’re looking for a dedicated, empathetic team member to join us as a Customer Support Representative to serve our US customer base, specializing in payments and physical card operations. We’re looking for proactive, high-energy individuals who have a passion for delivering a seamless customer experience, and who enjoy working in a fast paced environment. Individuals who prove themselves will have ample room for professional growth as we continue to scale rapidly!
Please note: We are supporting customers during our US business hours. The shift for this role will be 9am to 6pm Eastern, Monday through Friday.

Requirements

• 1+ years of customer service or technical support experience
• Excellent verbal and written communication skills in English required
• Adaptability and resilience for handling complex interactions and frequent change
• You love communicating with customers – you must be passionate about working directly with customers, listening to what they need, and explaining the benefits of Airwallex.
• You’re focused on a great customer experience – you’re empathetic, transparent, and always try to resolve issues as quickly as you can and in the best possible manner.
• You’re a great communicator on the phone and via email – you’re able to articulate complex concepts in a way that’s easy to understand.
• You’re a multi-tasker – you’re able to prioritize your time and tasks effectively, have the ability to pick up new processes and systems quickly, and have a keen eye for detail.
• You’re a great team player – you’ll be working with people across diverse global offices and will need to work collaboratively with them to solve problems.
• You’re a problem solver - you love to find solutions, are a critical thinker, and have a demonstrated history of working with and understanding complex systems.

Nice To Haves

• Spanish speaking a plus
• Fintech experience a plus

Responsibilities

• Own the full lifecycle of support issues raised by high value customers
• Troubleshoot and resolve complex customer inquiries with effective problem-solving skills, all while providing complete and accurate information
• Coordinate with cross-functional teams as needed for incident communication and resolution
• Become a subject matter expert on Airwallex’s functionality and features
• Maintain high-performance metrics including customer satisfaction, response time, resolution rate, efficiency, and quality

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed