Airwallex
Customer Support Specialist
Airwallex is a global payments fintech company transforming the way businesses move and manage money globally. We have built a global financial infrastructure platform to help businesses transact, collect and pay across 130+ countries and 50+ currencies, without the constraints of the traditional global financial system. We've grown to 13 global locations and have raised over $900 million in funding. To support our ambitious growth plans, we’re looking for smart, collaborative and passionate people who are looking to make a genuine impact.
The Role
We’re looking for a dedicated, empathetic team member to join us at ground level as a Customer Support Representative within our US team. We’re looking for proactive, high-energy individuals who have a passion for delivering a seamless customer experience and want to work in a fast paced environment. Individuals who prove themselves will have ample room for professional growth as we scale rapidly!
You Will:
- Drive constant efficiency on how to optimise and scale customer operations through various means (i.e. automation, tools, vendors, help centre materials)
- Be responsible for your team’s performance KPIs and productivity tracking
- Manage and grow the customer operations team to optimise customer experience
- Empower our customer support programs by defining customer support workflows, logic, and materials across the customer journey
- Collect and analyse customer operations data to make data-informed decisions to drive cost savings and operational efficiencies
- Manage our customer complaints process, and drive product and process feedback based on root cause analysis on the complaint raised.
- Coordinate customer incident communication and resolution in collaboration with internal teams
Who you are:
- You love to talk to customers – you must be passionate about talking to customers directly, listening to what they want and explaining the benefits of Airwallex.
- You’re focused on great customer experience – you’re empathetic, transparent, and always try to resolve issues as quickly as you can and in the best possible way.
- You’re a great communicator on the phone and via email – you’re able to articulate complex concepts in a simple way.
- You’re a multi-tasker – you’re able to prioritise your time and tasks effectively, have the ability to pick up new systems quickly and have a keen eye for detail.
- You’re a great team player – you’ll be working with people across diverse global offices and will need to work collaboratively with them to solve problems.
- You’re a problem solver - you love to solve problems, are a critical thinker and have a demonstrated history of working with and understanding complex systems.
- You think big - you will have the ability to influence and optimise the customer support processes and systems as we grow and scale the team.
What You'll Bring:
- 1-2+ years’ experience in inside sales and/or customer support
- Strong verbal and written communication skills in English required, and secondary language a plus
- Zendesk (or similar support tools) experience preferred
- Fraud experience preferred
- Payments experience preferred
At Airwallex you’ll have the ability to make an impact in a rapidly growing, global fintech. We organize regular team building events, encourage hybrid/flexible working, and we give our people the freedom to be creative.
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 don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know. 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.
Airwallex is a multinational financial technology company offering financial services and software as a service.
- Founded
- Founded 2015
- Employees
- 500+ employees
- Industry
- Internet Software & Services
- Total raised
- $700M raised
Customer Support Specialist