Analyst, Customer Support

Job description

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 250,000 businesses worldwide – including Brex, 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 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 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 you’re 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 you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. The Role: We’re looking for a dedicated, empathetic team member to join us at ground level as a Customer Support Analyst within our European team. We’re looking for proactive, high-energy individuals who have a passion for delivering a seamless customer experience and who enjoy working in a fast paced environment. Individuals who prove themselves will have ample room for professional growth as we scale rapidly! Who you are: - You love to talk to customers – you must be passionate about talking to customers directly, listening to what they need and explaining the benefits of Airwallex. You’re able to break down complex ideas into simple, relatable concepts. - You’re focused on great customer experience – you’re empathetic, transparent, and always aim to resolve issues as quickly as you can and in the best possible way. - You’re a multi-tasker – you’re able to prioritise your time and tasks effectively, have the ability to pick up new systems and processes 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 you work on projects that help us grow and scale the team. What you'll bring: - 2+ years’ experience in inside sales and/or customer support - Good de-escalation and conflict resolution skills - Strong verbal and written communication skills in English required, and secondary language a plus - Experience with support ticketing systems (Zendesk preferred) - Adaptability and resilience for handling complex interactions and frequent change - Fraud and payments preferred - Fintech experience is a plus Your work requirements: Work hours - your work hours will be 9am - 6pm Monday to Friday. Hybrid working - we embrace a hybrid work model, requiring three days a week in our Airwallex Lithuania office (Monday, Wednesday and Thursday) while offering the flexibility to work remotely for the remaining days. For this position, you must be a Lithuanian national. 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 @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com 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 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 when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.