Senior Analyst, Customer Support

ABOUT AIRWALLEX 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 200,000 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 2,200 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, 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. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. Who We Are Airwallex is a technology company that revolutionises the way businesses operate globally. Our financial infrastructure provides a modern technology stack for businesses to operate internationally, without the challenges of the current global financial system. Businesses use Airwallex as their end-to-end global financial services platform. Whether it’s making or receiving payments from customers, domestically or internationally, Airwallex saves businesses time and money by offering real-time, reliable and cost-effective financial solutions. Our web and API solutions support businesses of all sizes, from small companies to large enterprises. In this fast-changing digital world that is increasingly becoming borderless, our mission is to empower businesses of all sizes to grow in their own markets and around the world, and by doing so, contribute to the global economy. Who You Are 1. Working directly with SME customer to address and resolve merchant questions, concerns and issues timely through hotline, live chat, and email; 2. Coordinate with back office team for transaction investigation, incoming collections processing, issuing and online payments checking, etc; 3. Industry, business and product related continual learning. 4. Well co-work with internal teams to bring excellent service and solution for SME customer 岗位职责： 1. 通过热线、在线对话、邮件等方式帮助中小型企业客户处理交易、账户等问题，及时解决客户的日常查询。 2. 与后台团队协调完成交易查询、入账充值、卡交易及收单交易查询等问题。 3. 行业、业务和产品相关的持续学习。 4. 与公司不同部门进行有效的沟通和合作，为中小型企业客户提供优质的服务与解决方案。 Skills and Experience You Will Bring 1. Bachelor’s degree or above. 2. Self-motivated, outcome-focused independent teammate. 3. Well-developed learning ability, sense of urgency and follow through. 4. Written and verbal communication ability in English and Mandarin. 5. A relevant experience is preferred: payment related company, financial services, or banking with customer service. Fresh graduates are also welcomed. 6. Familiar with tools for hotline, live chat, and email support are preferred. 任职资格： 1. 本科及以上学历。 2. 自我驱动，追求结果导向。 3. 较强的学习能力，抗压能力和执行力。 4. 英语和普通话的书面及口语交流能力。 5. 支付公司、金融服务或银行客户服务相关经验者优先，优秀院校应届生亦可。 6. 熟悉热线、在线对话、邮件等相关办公工具者优先。 APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, pleas