Customer Support Analyst

Airwallex

Customer Support Analyst resolving fintech customer issues for Airwallex, a global payments and financial platform. Analysing feedback and improving support processes, documentation, and customer experience in Melbourne.

Posted 8/6/2026full-timeMelbourne • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on empathy and precision, while effectively communicating complex fintech concepts. Proficient in analyzing customer feedback to drive operational improvements and collaborating across diverse teams.

Highest-signal resume keywords

Customer Service ExperienceAnalytical SkillsVerbal Communication SkillsCross-Border Payments KnowledgeHelp Desk Systems Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Customer ServiceAnalytical SkillsProblem-SolvingHelp Desk SystemsCross-Border Payments KnowledgeForeign Exchange KnowledgeFinancial Regulations Knowledge

Soft Skills

EmpathyAdaptabilityCollaborationClear Communication

Tools & Technologies

Communication Tools

Industry Keywords

FintechFinancial ServicesRetailHigh-Growth Environments

About the role

Key responsibilities & impact

Serve as the primary point of contact for customers via email and phone
Address customer queries and concerns with empathy, precision, and professionalism
Communicate product knowledge and updates, helping customers navigate fintech concepts and Airwallex processes
Troubleshoot and resolve customer inquiries end-to-end
Escalate complex or technical issues to relevant internal teams
Collaborate with Compliance, Operations, Commercial, and Technical Support teams
Analyse customer feedback trends to identify operational and product improvement opportunities
Share insights with team leaders to drive changes and optimise the support experience
Review and update help documentation, FAQs, and knowledge bases
Participate in training and knowledge sessions on product launches, changes, and industry best practices
Support management and leadership requests with ad hoc data dives and special projects

Requirements

What you’ll need

Previous experience in customer service or related roles, ideally in retail, fintech, financial services, technology, or high-growth environments
Experience with Enterprise/high value clients is a plus
Experience with help desk systems and communication tools
Knowledge of cross-border payments, foreign exchange, and financial regulations is advantageous
Strong analytical and problem-solving skills
Exceptional written and verbal communication skills
Fluent in English
Ability to explain complex topics clearly
Ability to remain composed and empathetic during challenging interactions
Ability to collaborate across diverse teams, functions, and geographies
Adaptability in fast-paced, changing environments
Bachelor's degree or equivalent strongly preferred
Legally entitled to work in Australia

Benefits

Comp & perks

Ongoing training and knowledge sessions
Equal opportunity employer
Accommodation available for disability or special needs
AI tools encouraged for researching, preparing, or refining application materials