Analyst, Customer Support, EMEA at Airwallex

Vilnius, Vilniaus Apskritis, Lithuania

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€23,000 – €32,000Compensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Payments, Financial ServicesIndustries

Requirements

Passionate about talking to customers directly, listening to their needs, and explaining Airwallex benefits
Ability to break down complex ideas into simple, relatable concepts
Focused on great customer experience: empathetic, transparent, and aims to resolve issues quickly and effectively
Strong multi-tasking skills: able to prioritize time and tasks effectively, pick up new systems/processes quickly, with a keen eye for detail
Great team player: able to work collaboratively with diverse global teams to solve problems
Problem solver: critical thinker with demonstrated history of working with and understanding complex systems
Ability to influence and optimise customer support processes and systems through projects
2+ years’ experience in inside sales and/or customer support
Good de-escalation and conflict resolution skills
Strong verbal and written communication skills in English (required); secondary language a plus
Experience with support ticketing systems (Zendesk preferred)
Adaptability and resilience for handling complex interactions and frequent change
Fraud and payments experience preferred
Fintech experience a plus
French language skills a plus
Availability for work hours: 9am - 6pm Monday to Friday

Responsibilities

Join as a Customer Support Analyst within the European team to deliver seamless customer experience
Engage directly with customers in a fast-paced environment
Resolve customer issues empathetically and efficiently
Collaborate with global teams to solve problems
Work on projects to influence, optimise, and scale customer support processes and systems

Skills

Key technologies and capabilities for this role

Customer SupportCommunicationEmpathyMultitaskingProblem SolvingTime ManagementAttention to Detail

Questions & Answers

Common questions about this position

What is the salary range for the Analyst, Customer Support, EMEA role?

The salary range is €23K - €32K.

What are the work hours and location details for this position?

Work hours are 9am - 6pm. Location type is not specified in the job description.

What skills and experience are required for this customer support role?

Required are 2+ years in inside sales and/or customer support, good de-escalation and conflict resolution skills, strong verbal and written communication skills in English, and experience with support ticketing systems like Zendesk.

What is the company culture like at Airwallex?

Airwallex offers a fast-paced environment with proactive, high-energy teams focused on seamless customer experiences, collaboration across diverse global offices, and ample room for professional growth as the company scales rapidly.

What makes a strong candidate for this customer support analyst position?

Strong candidates are passionate about talking to customers, empathetic problem solvers with multitasking skills, experience in sales/support and ticketing systems, plus French skills or fintech background as advantages.

Airwallex

Cross-border payment solutions for businesses

About Airwallex

Airwallex provides cross-border payment solutions for businesses of all sizes, including small to medium-sized enterprises and large corporations. The company offers a range of financial services such as multi-currency accounts, international money transfers, foreign exchange services, and payment gateway solutions. These services are designed to facilitate efficient and cost-effective international transactions. Airwallex uses advanced technology to ensure that these transactions are fast and secure. Unlike many competitors, Airwallex focuses on building financial infrastructure that supports the digital economy, allowing businesses to operate seamlessly across borders. The company's goal is to simplify global payments and make them accessible to businesses worldwide.

Eastern District, Hong KongHeadquarters

2015Year Founded

$877.4MTotal Funding

SERIES_ECompany Stage

FintechIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Employee Equity Programs

Risks

Increased competition from fintech startups could erode Airwallex's market share.

Regulatory scrutiny in Asia-Pacific, especially China, may impact Airwallex's operations.

Volatility in foreign exchange rates poses a risk to Airwallex's revenue streams.

Differentiation

Airwallex offers a comprehensive suite of cross-border payment solutions for businesses.

The company integrates financial services into platforms, enhancing customer experience and efficiency.

Airwallex's global presence with ten international offices supports its expansive service offerings.

Upsides

Airwallex reported an 83% revenue increase in APAC, showcasing strong regional growth.

The partnership with Carwow enhances Airwallex's visibility and operational efficiency in the UK.

Airwallex's expansion in EMEA with new offices boosts its international market presence.

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