Customer Support Analyst

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 250,000 businesses worldwide – including Brex, 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 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 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.   ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next.   THE ROLE As a Customer Support Analyst, you’ll be a key player in elevating Airwallex’s customer experience by combining your strong communication skills, analytical mindset, and passion for problem solving. You’ll have outsized influence on how our customers perceive Airwallex, drive operational change, and partner with cross-functional teams to build and scale best-in-class support. With a deep appreciation for operational excellence and a hunger to grow, you’ll play an essential role in both the day-to-day resolution of customer issues and in identifying larger patterns to help us improve our products and processes. This is a hands-on role: you’ll roll up your sleeves to deliver solutions, communicate insights, and push for continuous improvement at every opportunity. WHAT YOU’LL DO - Serve as the primary point of contact for customers (via email and phone), addressing a diverse range of queries and concerns with empathy, precision, and professionalism. - Communicate product knowledge and updates clearly; help customers navigate complex fintech concepts and Airwallex processes. - Troubleshoot and resolve customer inquiries end-to-end, escalating complex or technical issues to relevant internal teams as needed. - Collaborate closely across teams—Compliance, Operations, Commercial, Technical Support—to accelerate issue resolution and ensure a seamless service experience. - Analyse trends in customer feedback to spot operational or product improvement opportunities. Regularly share insights with team leaders to drive changes and optimise the support experience. - Enhance self-service tools: review and update help documentation, FAQs, and knowledge bases, making it easier for customers to find solutions independently. - Participate in ongoing training and knowledge sessions to stay current with product launches, changes, and industry best practices. - Support management and leadership requests with ad hoc data dives or special projects when needed. WHO YOU ARE - Passionate about making a meaningful impact and always seeking better ways to deliver results. - A relentless problem solver with strong analytical skills and an appetite for learning. - A genuine truth-seeker, confident enough to speak up but humble enough to listen and grow. - Exceptional communicator (both written and verbal), fluent in English, able to explain complex topics clearly. - Able to remain composed and empathetic during challenging interactions, turning customer issues into positive experiences. - Collaborative, thrives in diverse teams, and works effectively across different functions and geographies. - Adaptable in fast-paced, ever-changing environments. QUALIFICATIONS - Previous experience in customer service or related roles, ideally within retail, fintech, financial services, technology, or high-growth environments. - Experience with Enterprise/high value clients is a plus. - Experience with help desk systems and communication tools. - Knowledge of cross-border payments, foreign exchange, and financial regulations is advantageous. - Bachelor’s degree or equivalent strongly preferred. APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. 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. EQUAL OPPORTUNITY 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.