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Mid LevelFull-timeAI
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Analyst to join Airwallex, a unified payments and financial platform for global businesses. This role will be a key player in elevating customer experience by combining strong communication skills, analytical mindset, and passion for problem solving.
Key Responsibilities
- →Serve as the primary point of contact for customers, addressing queries and concerns via email and phone
- →Communicate product knowledge and updates clearly, helping customers navigate complex fintech concepts
- →Troubleshoot and resolve customer inquiries end-to-end, escalating complex issues as needed
- →Collaborate across teams—Compliance, Operations, Commercial, Technical Support—to accelerate issue resolution
- →Analyse trends in customer feedback to spot operational or product improvement opportunities
- →Enhance self-service tools by reviewing and updating help documentation, FAQs, and knowledge bases
- →Participate in ongoing training to stay current with product launches and industry best practices
- →Support management with ad hoc data dives or special projects
Requirements
- ✓Previous experience in customer service or related roles, ideally within fintech, financial services, or technology
- ✓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
- ✓Exceptional communicator, fluent in English, able to explain complex topics clearly
- ✓Able to remain composed and empathetic during challenging interactions
- ✓Collaborative, thrives in diverse teams, and works effectively across different functions and geographies
- ✓Adaptable in fast-paced, ever-changing environments
- ✓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
