Customer Support Analyst at Airwallex

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, PaymentsIndustries

Requirements

Passionate about making a meaningful impact and always seeking better ways to deliver results
Relentless problem solver with strong analytical skills and an appetite for learning
Genuine truth-seeker, confident enough to speak up but humble enough to listen and grow
Exceptional communicator (both written and verbal)
Strong communication skills, analytical mindset, and passion for problem solving
Deep appreciation for operational excellence and a hunger to grow
Founder-like energy, strong role-related expertise, sharp thinking, motivated by mission and operating principles
Ability to move fast with good judgment, dig deep with curiosity, make decisions from first principles, balancing speed and rigor
Humble and collaborative, ability to turn zero-to-one ideas into real products, “get stuff done” end-to-end
Use AI to work smarter and solve problems faster

Responsibilities

Serve as the primary point of contact for customers (via email and phone), addressing a diverse range of queries and concerns with empathy, precision, and professionalism
Communicate product knowledge and updates clearly; help customers navigate complex fintech concepts and Airwallex processes
Troubleshoot and resolve customer inquiries end-to-end, escalating complex or technical issues to relevant internal teams as needed
Collaborate closely across teams—Compliance, Operations, Commercial, Technical Support—to accelerate issue resolution and ensure a seamless service experience
Analyse trends in customer feedback to spot operational or product improvement opportunities. Regularly share insights with team leaders to drive changes and optimise the support experience
Enhance self-service tools: review and update help documentation, FAQs, and knowledge bases, making it easier for customers to find solutions independently
Participate in ongoing training and knowledge sessions to stay current with product launches, changes, and industry best practices
Support management and leadership requests with ad hoc data dives or special projects when needed

Skills

Customer Support

Communication Skills

Analytical Mindset

Problem Solving

AI Tools

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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