Customer Support Analyst (Fintech)

TL;DR

Customer Support Analyst (Fintech): Delivering seamless customer experiences and resolving complex inquiries for a global payments platform with an accent on de-escalation, fraud awareness, and process optimization. Focus on managing support tickets, collaborating across global teams, and leveraging AI tools to enhance service efficiency.

Location: Must be a Lithuanian national; hybrid role requiring 3 days per week in the Vilnius office.

Company

Airwallex is a unified global payments and financial platform empowering businesses with integrated solutions for accounts, payments, and treasury management.

What you will do

• Provide high-quality support to customers, explaining complex financial concepts clearly.
• Resolve customer issues efficiently while maintaining a focus on transparency and empathy.
• Prioritize tasks effectively and manage support tickets using systems like Zendesk.
• Collaborate with global teams to solve complex problems and improve support processes.
• Influence and optimize internal support systems to help the team scale.

Requirements

• Must be a Lithuanian national.
• 2+ years of experience in inside sales or customer support.
• Strong verbal and written communication skills in English.
• Experience with support ticketing systems, preferably Zendesk.
• Ability to work in a hybrid model, 3 days per week in the Vilnius office.
• Strong problem-solving and de-escalation skills.

Nice to have

• Experience in fintech, fraud, or payments.
• Proficiency in a secondary language.

Culture & Benefits

• Opportunity to work in a fast-paced, high-growth environment.
• Exposure to global banking and financial technology innovation.
• Collaborative team culture with a focus on founder-like ownership.
• Professional growth opportunities as the company scales.