Customer Support Analyst

Airwallex
Melbourne
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Problem-solving","Analytical thinking","Empathy","Collaboration"]

Serve as the primary contact for customers via email and phone, resolving a wide range of queries with empathy and precision. Communicate product knowledge and updates, troubleshoot issues end-to-end, and escalate complex or technical cases to internal teams. Analyze customer feedback trends to drive operational and product improvements, enhance self-service resources, and stay current through training. Partner cross-functionally to improve the overall support experience.

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Airwallex
Airwallex
4 weeks ago

Customer Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Serve as the primary contact for customers via email and phone, resolving a wide range of queries with empathy and precision. Communicate product knowledge and updates, troubleshoot issues end-to-end, and escalate complex or technical cases to internal teams. Analyze customer feedback trends to drive operational and product improvements, enhance self-service resources, and stay current through training. Partner cross-functionally to improve the overall support experience.
Location: Melbourne
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Serve as the primary point of contact for customers via email and phone, addressing queries with empathy and professionalism.
  • •Communicate product knowledge and updates clearly and help customers navigate fintech concepts and Airwallex processes.
  • •Troubleshoot and resolve customer inquiries end-to-end, escalating complex or technical issues as needed.
  • •Collaborate across Compliance, Operations, Commercial, and Technical Support to accelerate issue resolution and ensure a seamless service experience.
  • •Analyze customer feedback trends, enhance self-service tools (help documentation, FAQs, knowledge bases), and share insights to drive continuous improvement.

Key Requirements

  • •Previous experience in customer service or related roles, ideally within retail, fintech, financial services, technology, or high-growth environments.
  • •Experience with help desk systems and communication tools.
  • •Knowledge of cross-border payments, foreign exchange, and financial regulations is advantageous.
  • •Experience with enterprise/high value clients is a plus.
  • •Bachelor’s degree or equivalent is strongly preferred.
Experience:FintechFinancial servicesHigh-growthRetailEnterprise support
Education:Bachelor's
Skills:CommunicationProblem-solvingAnalytical thinkingEmpathyCollaboration
Languages:English
Tech Stack:Help desk systemsEmailPhoneCommunication tools

Company Brief

Airwallex
Airwallex is a global payments and financial platform that provides business accounts, cross-border payments, treasury, corporate cards, and embedded finance APIs to help companies manage global financial operations and scale internationally.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Singapore, Singapore
Founded: 2015
Glassdoor
Glassdoor: 3.7
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