Support Analyst, Financial Operations

Airwallex • San Francisco, CA

50d

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 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 1,800 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. Reporting to the Manager, Financial Operations in the US, this person will be among the first hires in the US focused on Financial Operations, as part of a larger global Financial Operations (FinOps) team. The team aims to deliver operational excellence of our customer transaction lifecycle and manage our liquidity to support the company’s business growth across the globe. As a FinOps Analyst, you’ll work closely with counterparts within Operations but also with Commercial and Product teams to identify and remediate FinOps-related issues. This person will need to work a 9-6PM shift. This role is based in San Francisco or New York City.

Requirements

• 2 years of experience using Zendesk to manage and respond to customer inquiries in a Customer Support or Financial Operations role
• Ability to rapidly understand new products and demonstrate problem-solving skills
• Strong communication skills and customer service orientation
• Attention to detail and tendency towards a documented approach
• A strong team player who thrives in working in close collaboration with other teams
• Bachelor’s degree or above

Nice To Haves

• Experience with MS Office; technical skill set of SQL
• Experience with visualization tools like Looker and Data Studio
• A minimum of 2 years of experience in payments or operations at a technology company

Responsibilities

• Monitor global end-to-end client transaction lifecycle, handle inquiries, detect exceptions from data reports and dashboards in a timely manner, communicate with teams and other departments to handle issues
• Utilize advanced Zendesk skills to manage FinOps-related customer requests (e.g., payment investigations, returns, recalls, and reconciliation inquiries); proficient in Triggers, Tagging, Routing Queues, and Macros to streamline queue management, ensure SLA adherence, and improve operational efficiency across global FinOps workflows
• Support with daily safeguarding obligations, across multiple Airwallex entities
• Monitor the clearing and settlement of client funds and global money pools; drive data oriented approaches to improve our liquidity management system, fund risk management and treasury efficiency and utilization
• Maintain the team knowledge base and refine the standard operating procedures; find opportunity for operational optimization and process automation tooling.
• Build data-oriented performance metrics, quality assurance framework and tooling to monitor, detect, and remediate operational risk areas and control defects to minimize errors
• Set up compliant, accurate and timely reporting data capabilities based on external regulatory and third party requirements

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees