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Analyst, Customer Support



IT, Customer Service
Kuala Lumpur, Malaysia
Posted on Thursday, June 20, 2024

At Airwallex (, we’re building the future of global finance on one platform. Founded in 2015 in Melbourne, Airwallex is the leading financial technology platform for modern businesses to grow beyond borders. With one of the world’s most powerful payments infrastructure, our technology empowers businesses of all sizes to accept payments, move money globally, and simplify their financial operations, all on one single platform.

If you’re excited to do the most ambitious work of your career and change the way money moves around the world - join us!

As the Customer Support Specialist (Helpdesk level 2) you'll take inbound service requests by phone calls and email escalations from our L1 support team. Use your technical expertise and passion for outstanding customer service to answer questions and or troubleshoot issues to find solutions.


  • Respond to inbound payment queries, resolving account issues and educating customers on our range of products and features.

  • Take the ownership of investigating customer payment / deposit issues and liaise with both internal and external teams for timely resolution

  • Coordinate with back office team for transaction investigation, urgent payments and incoming collections processing, etc;

  • Understand client's business objectives/impact and apply your expertise to timely resolve issues and ensure customer success

  • Meet our global customer support KPIs

  • Response SLAs and call answer rates

  • Provide feedback to the L1 team and help build processes to improve overall E2E customer experience and business efficiency

  • Industry and product related continual learning

  • Reconcile payments in our system

What you will bring:

  • A minimum of 3 years of relevant experience: payment-related company, financial services, or banking with customer service

  • Strong written and verbal communication ability in English (Cantonese or Mandarin will be an added advantage)

  • Ability to engage a wide range of stakeholders

  • Self-motivated and outcome-focused

  • Ability to work autonomously yet collaboratively

  • Experience in dealing with complex customer escalations

  • Ability to multitask multiple systems, screens, and tasks during customer contacts

  • Strong Microsoft excel skills

  • Bonus: Data analytics and SQL capability

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.