Senior Analyst, Customer Support

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.

Who We Are

Airwallex is a technology company that revolutionises the way businesses operate globally. Our financial infrastructure provides a modern technology stack for businesses to operate internationally without the challenges of the current global financial system.

Businesses use Airwallex as their end-to-end global financial services platform. Whether its making or receiving payments from customers domestically or internationally Airwallex saves businesses time and money by offering real-time reliable and cost-effective financial solutions. Our web and API solutions support businesses of all sizes from small companies to large enterprises.

In this fast-changing digital world that is increasingly becoming borderless our mission is to empower businesses of all sizes to grow in their own markets and around the world and by doing so contribute to the global economy.

Who You Are

1. Working directly with SME customer to address and resolve merchant questions concerns and issues timely through hotline live chat and email;

2. Coordinate with back office team for transaction investigation incoming collections processing issuing and online payments checking etc;

3. Industry business and product related continual learning.

4. Well co-work with internal teams to bring excellent service and solution for SME customer

岗位职责

1. 通过热线在线对话邮件等方式帮助中小型企业客户处理交易账户等问题及时解决客户的日常查询

2. 与后台团队协调完成交易查询入账充值卡交易及收单交易查询等问题

3. 行业业务和产品相关的持续学习

4. 与公司不同部门进行有效的沟通和合作为中小型企业客户提供优质的服务与解决方案

Skills and Experience You Will Bring

1. Bachelors degree or above.

2. Self-motivated outcome-focused independent teammate.

3. Well-developed learning ability sense of urgency and follow through.

4. Written and verbal communication ability in English and Mandarin.

5. A relevant experience is preferred: payment related company financial services or banking with customer service. Fresh graduates are also welcomed.

6. Familiar with tools for hotline live chat and email support are preferred.

任职资格

1. 本科及以上学历

2. 自我驱动追求结果导向

3. 较强的学习能力抗压能力和执行力

4. 英语和普通话的书面及口语交流能力

5. 支付公司金融服务或银行客户服务相关经验者优先优秀院校应届生亦可

6. 熟悉热线在线对话邮件等相关办公工具者优先

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:

Senior IC