Customer Support Analyst

Airwallex (UK) Limited

Job Overview

Location

AU - Melbourne

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Support Analyst, you’ll be a key player in elevating Airwallex’s customer experience by combining your strong communication skills, analytical mindset, and passion for problem solving.
• You’ll have outsized influence on how our customers perceive Airwallex, drive operational change, and partner with cross-functional teams to build and scale best-in-class support.
• With a deep appreciation for operational excellence and a hunger to grow, you’ll play an essential role in both the day-to-day resolution of customer issues and in identifying larger patterns to help us improve our products and processes.
• This is a hands-on role: you’ll roll up your sleeves to deliver solutions, communicate insights, and push for continuous improvement at every opportunity.
• Serve as the primary point of contact for customers (via email and phone), addressing a diverse range of queries and concerns with empathy, precision, and professionalism.
• Communicate product knowledge and updates clearly; help customers navigate complex fintech concepts and Airwallex processes.
• Troubleshoot and resolve customer inquiries end-to-end, escalating complex or technical issues to relevant internal teams as needed.
• Collaborate closely across teams—Compliance, Operations, Commercial, Technical Support—to accelerate issue resolution and ensure a seamless service experience.
• Analyse trends in customer feedback to spot operational or product improvement opportunities. Regularly share insights with team leaders to drive changes and optimise the support experience.
• Enhance self-service tools: review and update help documentation, FAQs, and knowledge bases, making it easier for customers to find solutions independently.
• Participate in ongoing training and knowledge sessions to stay current with product launches, changes, and industry best practices.
• Support management and leadership requests with ad hoc data dives or special projects when needed.

🎯 Requirements

• Previous experience in customer service or related roles, ideally within retail, fintech, financial services, technology, or high-growth environments.
• Experience with Enterprise/high value clients is a plus.
• Experience with help desk systems and communication tools.
• Knowledge of cross-border payments, foreign exchange, and financial regulations is advantageous.
• Bachelor’s degree or equivalent strongly preferred.

🏖️ Benefits

• Competitive salary
• Comprehensive benefits package
• Professional development opportunities
• Collaborative and dynamic work environment
• IMPORTANT CATEGORIZATION:
• This job posting is categorized as 'Customer Support'.
• IMPORTANT LOCATION EXTRACTION:
• city: Melbourne
• region: AU
• country_code: AU
• is_remote: false

Skills & Technologies

Onsite

Degree Required

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Airwallex (UK) Limited

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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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