Customer Support Analyst

Customer Support Analyst 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 https://www.airwallex.com/us/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. THE OPPORTUNITY As a Customer Support Analyst, you’ll be a key player in elevating Airwallex’s customer experience by combining your strong communication skills, analytical mindset, and passion for problem solving. You’ll have outsized influence on how our customers perceive Airwallex, drive operational change, and partner with cross-functional teams to build and scale best-in-class support. With a deep appreciation for operational excellence and a hunger to grow, you’ll play an essential role in both the day-to-day resolution of customer issues and in identifying larger patterns to help us improve our products and processes. This is a hands-on role: you’ll roll up your sleeves to deliver solutions, communicate insights, and push for continuous improvement at every opportunity. WHAT YOU’LL DO - 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. WHO YOU ARE - Passionate about making a meaningful impact and always seeking better ways to deliver results. - A relentless problem solver with strong analytical skills and an appetite for learning. - A genuine ... (truncated, view full listing at source)