Fintech Customer Support Analyst: Impact and Solutions

Airwallex; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

Airwallex is seeking a Customer Support Analyst to elevate the customer experience through strong communication, analytical skills, and problem solving. You’ll influence customer perception, drive operational change, and partner with cross-functional teams to scale support.

This hands-on role focuses on solving day-to-day issues, identifying patterns to improve products and processes, and delivering solutions with a proactive mindset.

Qualifications

• Experience in customer service or related roles, ideally within fintech, retail, technology, or high-growth environments.
• Enterprise/high value clients experience is a plus.
• Experience with help desk systems and communication tools.
• Knowledge of cross-border payments, foreign exchange, and financial regulations is advantageous.
• Bachelor’s degree or equivalent strongly preferred.

Responsibilities

• Serve as the primary point of contact for customers (via email and phone), addressing queries with empathy, precision, and professionalism.
• Communicate product knowledge and updates clearly; help customers navigate fintech concepts and Airwallex processes.
• Troubleshoot and resolve customer inquiries end-to-end, escalating complex issues to relevant internal teams as needed.
• Collaborate across Compliance, Operations, Commercial, Technical Support to accelerate issue resolution and ensure a seamless service experience.
• Analyze trends in customer feedback to spot operational or product improvement opportunities and share insights with team leaders.
• Enhance self-service tools: review and update help documentation, FAQs, and knowledge bases.
• Participate in ongoing training and knowledge sessions to stay current with product launches and industry best practices.
• Support management with ad hoc data dives or special projects.

Skills

Excellent communication

Analytical thinking

Problem solving

Adaptability

Team collaboration

Written and verbal English

Education

Bachelor’s degree or equivalent

Tools

Help desk software

Job description

Airwallex is seeking a Customer Support Analyst to elevate the customer experience through strong communication, analytical skills, and problem solving. You’ll influence customer perception, drive operational change, and partner with cross-functional teams to scale support.

This hands-on role focuses on solving day-to-day issues, identifying patterns to improve products and processes, and delivering solutions with a proactive mindset.