Job Overview
Location
US - Illinois
Job Type
Full-time
Category
Customer Support
Date Posted
April 3, 2026
Full Job Description
đź“‹ Description
- • As an Analyst, Customer Support at Airwallex, you will play a critical role in ensuring seamless payment and financial operations for high-value US-based customers, directly contributing to customer satisfaction and retention in a fast-growing global fintech leader.
- • You will own the full lifecycle of support issues for enterprise clients, troubleshooting complex payment and card-related inquiries while maintaining high performance in response time, resolution rate, and customer satisfaction metrics.
- • The Operations team at Airwallex is dedicated to optimizing workflows and delivering exceptional service standards, working across global offices to ensure reliable, scalable support for businesses using the platform.
- • You will develop deep subject-matter expertise in Airwallex’s payments infrastructure, physical card operations, and embedded finance features, positioning yourself as a trusted advisor for both customers and internal teams.
- • Through cross-functional collaboration with engineering, product, and treasury teams, you will gain exposure to end-to-end financial operations and contribute to process improvements that scale with the company’s rapid growth.
- • This role offers significant professional development in fintech support, technical troubleshooting, and customer advocacy, with clear pathways to advance into senior support, operations, or product-focused roles within a high-impact, innovative environment.
- • You will work a structured 9am to 6pm Eastern shift, Monday through Friday, supporting US customers during core business hours with a focus on empathy, clarity, and proactive problem-solving.
- • Your day-to-day will involve managing high-volume customer interactions via phone and email, diagnosing technical and operational issues, coordinating incident resolution with internal stakeholders, and documenting solutions to improve knowledge base accuracy.
- • You will continuously learn and apply Airwallex’s operating principles—moving fast with good judgment, thinking from first principles, and using AI tools to enhance efficiency and decision-making in real-time support scenarios.
- • By mastering complex systems like global payment rails, card issuance, and treasury workflows, you will build rare, transferable expertise in fintech operations that is highly valued across the industry.
- • Airwallex’s mission-driven culture emphasizes ownership, curiosity, and collaboration, giving you the autonomy to improve processes and the support to grow alongside a team of over 2,000 innovators across 26 global offices.
- • Success in this role is measured not just by ticket resolution, but by your ability to anticipate customer needs, reduce friction in financial workflows, and represent Airwallex’s commitment to excellence in every interaction.
🎯 Requirements
- • 1+ years of experience in customer service, technical support, or a related client-facing role
- • Excellent verbal and written communication skills in English, with the ability to explain complex financial or technical concepts clearly
- • Spanish language proficiency is a strong plus
- • Proven ability to multitask, prioritize effectively, and adapt quickly to changing processes and systems
- • Demonstrated problem-solving skills and a track record of resolving complex inquiries with empathy and ownership
- • Fintech or payments industry experience is preferred but not required
🏖️ Benefits
- • Opportunity to work with a globally recognized fintech unicorn valued at US$8 billion, backed by top-tier investors including Visa, Mastercard, and Sequoia
- • Exposure to cutting-edge payments and financial infrastructure used by industry leaders like Brex, Rippling, Navan, Qantas, and SHEIN
- • Clear career progression paths within Operations, Customer Success, or Product teams as Airwallex scales rapidly
- • Collaborative, mission-driven culture that values founder-like energy, curiosity, and first-principles thinking
- • Access to internal learning resources, AI tools, and mentorship from experienced teammates across global offices
- • Structured US business hours (9am–6pm EST, Monday–Friday) with predictable scheduling and work-life balance
Skills & Technologies
Onsite
Degree Required
About Airwallex (UK) Limited
Airwallex is a global financial technology company providing cross-border payment and banking infrastructure for businesses. It offers multi-currency accounts, foreign exchange, card issuing, expense management, and embedded finance APIs. Founded in Melbourne in 2015, the company serves enterprises and SMEs across Asia-Pacific, Europe, and the Americas, operating under licenses in multiple jurisdictions and processing billions in annualized transaction volume.
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