Customer Support Analyst

Airwallex is the leading financial technology platform for modern businesses growing beyond borders. With one of the worlds most powerful payments infrastructure, our technology empowers businesses of all sizes to accept payments, move money globally, and simplify their financial operations, all in one single platform.

Established in 2015 in Melbourne, our purpose is to connect entrepreneurs, business-builders, makers and creators with opportunities in every corner of the world. Today, Airwallex has a global footprint across Asia-Pacific, Europe, the Middle-East and North America.

Were looking for a dedicated, empathetic team member to join us as a Customer Support Representative within our US team. Were 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 an agent based out of Malaysia to support customers during our US business hours. The shift for this role will be 9am to 6pm PST, which is 1am to 10am MYT.

Responsibilities :

• Own inbound support requests through multiple channels (email, phone, and chat)
• 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 Airwallexs functionality and features
• Maintain high-performance metrics including customer satisfaction, response time, resolution rate, efficiency, and quality

Who you are :

What you bring :

At Airwallex youll have the ability to make an impact in a rapidly growing, global fintech. We want you to share in our success, which is why youll be offered a competitive salary plus valuable equity within Airwallex. We also like to ensure we create the best environment for our people by providing a collaborative open office space with a fully stocked kitchen. We organize regular team building events and we give our people the freedom to be creative.

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 dont 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.

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.