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 200000 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 2000 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 youre 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 youre motivated by our mission and operating principles. You move fast with good judgment dig deep with curiosity and make decisions from first principles balancing speed and rigor.

Youre humble and collaborative; turn zerotoone ideas into real products and you get stuff done end-to-end. You use AI to work smarter and solve problems faster. Here youll tackle complex highvisibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you lets build whats next.

职位描述

负责带领客户管理团队以存量客户深度运营为核心提升客户满意度产品粘度与业务增长该岗位需具备优秀的服务意识团队管理能力跨部门协作能力以及 To B 业务理解和客户运营/服务体系搭建经验

工作职责

团队管理与流程建设

1. 负责团队日常管理制定团队目标客户分配绩效管理与人才培养计划

2. 搭建与优化客户服务流程基于自助服务平台自动化客服工具及 SOP持续完善团队服务流程提高整体服务效率

3. 建立并优化团队内部协作机制确保战略产品合规等跨部门协作顺畅推动客户交易稳定增长

客户运营与服务提升

1. 负责制定并执行存量商户的运营策略包括交易增长活跃提升产品渗透率提升

2. 通过持续培训提升团队专业能力推动团队为客户提供主动服务高效响应客户咨询持续提升客户满意度

3. 识别潜在风险商户异常交易合规隐患预警潜在流失制定解决方案并推动团队执行

业务增长与产品反馈

1. 梳理客户需求痛点协同战略产研团队推动产品功能持续优化

2. 分析客户的业务数据和使用行为形成洞察报告为业务决策提供依据

任职要求

• 全日制本科及以上学历

• 5年以上客户服务 / 客户成功 / 客户运营相关经验有跨境支付跨境电商平台跨境SaaS等行业经验者优先

• 有团队管理或项目负责人经验具备目标制定绩效管理辅导团队成员能力

• 具备强烈的客户服务意识良好的沟通能力与问题解决能力

• 学习能力强具备成长性分析能力与强执行力

• 擅长跨团队协作能推动复杂项目顺利落地

Applicant Safety Policy: Fraud and Third-Party Recruiters

To protect you from recruitment scams please be aware that Airwallex will not ask for bank details sensitive ID numbers (i.e. passport) or any form of payment during the application or interview process. All official communication will come from an @ email address. Please apply only through or our official LinkedIn page.

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.

Equal opportunity

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.

Required Experience:

Manager