Analyst, Customer Support, EMEA

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 150,000 businesses worldwide – including Brex, Rippling, 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 1,700 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$6.2 billion and backed by world-leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, 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.

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

• French language skills is a plus! 

Your work requirements

Work hours - your work hours will be 9am - 6pm Monday to Friday. 

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.

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.