Remote Customer Support Analyst

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Airwallex

πŸ“Remote - United States

Job highlights

Summary

Join us as a Customer Support Analyst within our US team at Airwallex. We're looking for a dedicated, empathetic team member who is passionate about delivering a seamless customer experience and enjoys working in a fast-paced environment.

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

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