Senior Analyst, Customer Support

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 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.
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. 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.
About the team
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.
What you'll do
We're looking for a dedicated, empathetic team member to join us as a Senior 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 hiring based out of San Francisco, to support customers during our US business hours. The shift for this role will be 9am to 6pm Pacific, Monday through Friday.
Responsibilities:

• Own inbound support requests from high value customers regarding physical card issues
• 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

Who you are
We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.
Minimum qualifications:

• 1+ years of customer service or technical support experience
• Experience with physical card operations and knowledge of card networks
• Excellent verbal and written communication skills in English and able to articulate complex concepts in a way that is easy to understand
• Adaptability and resilience for handling complex interactions and frequent change
• Fintech experience
• Passionate about working directly with customers, listening to what they need, and explaining the benefits of Airwallex
• Focus on a great customer experience
• Ability 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

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 email address. Please apply only through 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.
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