Analyst, Customer Support

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.

As the Customer Support Specialist (Helpdesk level 2) you'll take inbound service requests by phone calls and email escalations from our L1 support team. Use your technical expertise and passion for outstanding customer service to answer questions and or troubleshoot issues to find solutions.

Responsibilities

• Respond to inbound payment queries, resolving account issues and educating customers on our range of products and features.

• Take the ownership of investigating customer payment / deposit issues and liaise with both internal and external teams for timely resolution

• Coordinate with back office team for transaction investigation, urgent payments and incoming collections processing, etc;

• Understand client's business objectives/impact and apply your expertise to timely resolve issues and ensure customer success

• Meet our global customer support KPIs

• Response SLAs and call answer rates

• Provide feedback to the L1 team and help build processes to improve overall E2E customer experience and business efficiency

• Industry and product related continual learning

• Reconcile payments in our system

What you will bring

• A minimum of 3 years of relevant experience: payment-related company, financial services, or banking with customer service

• Strong written and verbal communication ability in English (Cantonese or Mandarin will be an added advantage)

• Ability to engage a wide range of stakeholders

• Self-motivated and outcome-focused

• Ability to work autonomously yet collaboratively

• Experience in dealing with complex customer escalations

• Ability to multitask multiple systems, screens, and tasks during customer contacts

• Strong Microsoft excel skills

• Bonus: Data analytics and SQL capability

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.