Customer Support Analyst (Fintech)

TL;DR

Customer Support Analyst (Fintech): Elevating customer experience by resolving complex inquiries and driving operational improvements with an accent on analytical problem-solving and cross-functional collaboration. Focus on identifying patterns in customer feedback to optimize product processes and enhance self-service documentation.

Location: Melbourne

Company

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

What you will do

• Serve as the primary point of contact for customers via email and phone, addressing queries with precision and empathy.
• Troubleshoot and resolve complex customer issues, escalating technical problems to internal teams when necessary.
• Collaborate with Compliance, Operations, and Technical teams to ensure seamless service delivery.
• Analyze customer feedback trends to identify and drive operational or product improvements.
• Maintain and enhance self-service tools, including help documentation and FAQs.
• Support leadership with ad hoc data analysis and special projects.

Requirements

• Fluent in English with exceptional written and verbal communication skills.
• Previous experience in customer service, ideally within fintech, financial services, or high-growth tech environments.
• Strong analytical mindset and a relentless approach to problem-solving.
• Experience with help desk systems and communication tools.
• Ability to work effectively across different functions and geographies.
• Bachelor’s degree or equivalent preferred.

Nice to have

• Experience working with Enterprise or high-value clients.
• Knowledge of cross-border payments, foreign exchange, and financial regulations.

Culture & Benefits

• Opportunity to work in a fast-paced, innovative environment with a global team.
• Focus on accelerated learning and professional growth.
• Emphasis on using AI to work smarter and solve problems efficiently.
• Collaborative culture that values founder-like energy and ownership.