Airwallex

Senior Analyst, Customer Support

Airwallex

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $90,000 - $135,000 per year

Job Level

Senior

About the role

  • Own inbound support requests from high value customers regarding physical card issues
  • 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

Requirements

  • 1+ years of customer service or technical support experience
  • Experience with physical card operations and knowledge of card networks
  • Excellent verbal and written communication skills in English and able to articulate complex concepts in a way that is easy to understand
  • Adaptability and resilience for handling complex interactions and frequent change
  • Fintech experience
  • Passionate about working directly with customers, listening to what they need, and explaining the benefits of Airwallex
  • Focus on a great customer experience
  • Ability to prioritize your time and tasks effectively, have the ability to pick up new processes and systems quickly, and have a keen eye for detail
Benefits
  • US-based employees are eligible to participate in medical, dental, and vision insurance
  • 401(k) plan
  • Short-term and long-term disability
  • Basic life insurance
  • Well-being benefits
  • 20 paid days of vacation
  • 12 paid days of company holidays in a calendar year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicetechnical supportphysical card operationscard networks
Soft Skills
problem-solvingcommunicationadaptabilityresiliencecustomer experiencetime managementattention to detail