About Airwallex
Airwallex is the unified payments and financial platform for global businesses. We empower over 150,000 businesses worldwide with integrated solutions to manage accounts, payments, spend management, treasury, and embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 1,800 across 26 offices. Airwallex is valued at US$6.2 billion and backed by leading investors. If you’re ready to do the most ambitious work of your career, join us.
The Opportunity
As a Customer Support Analyst, you’ll elevate Airwallex’s customer experience by combining strong communication skills, an analytical mindset, and a passion for problem solving. You’ll influence how customers perceive Airwallex, drive operational change, and partner with cross‑functional teams to build and scale best‑in‑class support. You’ll play a hands‑on role in resolving customer issues and identifying patterns to improve products and processes, delivering solutions, communicating insights, and driving continuous improvement.
What You’ll Do
- Serve as the primary point of contact for customers (via email and phone), addressing queries with empathy, precision, and professionalism.
- Communicate product knowledge and updates clearly; help customers navigate fintech concepts and Airwallex processes.
- Troubleshoot and resolve inquiries end-to-end, escalating complex or technical issues to relevant internal teams as needed.
- Collaborate across teams—Compliance, Operations, Commercial, Technical Support—to accelerate issue resolution and ensure a seamless service experience.
- Analyse trends in customer feedback to identify operational or product improvement opportunities and share insights with team leads.
- Enhance self-service tools by reviewing and updating help documentation, FAQs, and knowledge bases.
- Participate in ongoing training to stay current with product launches, changes, and industry best practices.
- Support management requests with ad hoc data analyses or special projects as needed.
Who You Are
- Passionate about making a meaningful impact and delivering results.
- Analytical problem solver with a growth mindset.
- Transparent and effective communicator, fluent in English.
- Calm and empathetic in challenging interactions, turning issues into positive experiences.
- Collaborative and able to work across functions and geographies.
- Adaptable in fast-paced environments.
Qualifications
- Experience in customer service or related roles, ideally in retail, fintech, financial services, technology, or high-growth settings.
- 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.
Equal opportunity
Airwallex is proud to be an equal opportunity employer. We value diversity and evaluate candidates on merit, qualifications, and talent. We do not discriminate based on protected status and will provide accommodations for applicants with disabilities upon request.
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📌 Customer Support Analyst
🏢 Airwallex
📍 City of Sydney