Remote Customer Support Analyst

Summary

Join us as a Customer Support Analyst within our US team at Airwallex, where you'll own inbound support requests, troubleshoot complex customer inquiries, and maintain high-performance metrics. As a dedicated and empathetic team member, you'll focus on delivering a seamless customer experience, working collaboratively with global teams to solve problems.

Requirements

• 2+ years of customer service or technical support experience
• Expert de-escalation and conflict resolution skills
• Experience with high volume support ticketing systems (Zendesk is preferred)
• Excellent verbal and written communication skills in English required
• Adaptability and resilience for handling complex interactions and frequent change

Responsibilities

• Own inbound support requests through multiple channels (email, phone, and chat)
• Troubleshoot and resolve complex customer inquiries with effective problem-solving skills, all while providing complete and accurate information
• Coordinate with cross-functional teams as needed for incident communication and resolution
• Become a subject matter expert on Airwallex’s functionality and features
• Maintain high-performance metrics including customer satisfaction, response time, resolution rate, efficiency, and quality

Preferred Qualifications

• Spanish proficiency (written and verbal)
• Fraud and payments experience
• Fintech experience