Customer Support Analyst Careers at Airwallex - Melbourne, Victoria | Apply Now!
Airwallex
Customer Support Analyst Careers at Airwallex - Melbourne, Victoria | Apply Now!
Job Description
Customer Support Analyst at Airwallex - Melbourne, Victoria
Role Overview
As a Customer Support Analyst at Airwallex, you'll be at the forefront of our commitment to providing exceptional customer service. Based in our Melbourne office, you'll play a vital role in assisting our global customer base with their inquiries, resolving issues, and contributing to the continuous improvement of our products and processes. Your primary focus will be on delivering timely and effective support through various channels, including email and phone, while also collaborating with cross-functional teams to ensure a seamless customer experience.
A Day in the Life
Here's a glimpse into what your day might look like:
- Start your day by reviewing incoming customer inquiries and prioritizing them based on urgency and complexity.
- Respond to customer emails and phone calls, addressing a wide range of questions related to Airwallex products and services.
- Troubleshoot technical issues and guide customers through the resolution process, escalating complex problems to the appropriate internal teams when necessary.
- Collaborate with colleagues in Compliance, Operations, Commercial, and Technical Support to ensure efficient issue resolution and provide a consistent customer experience.
- Analyze customer feedback and identify trends that can help improve our products, processes, and support materials.
- Update and maintain our knowledge base with accurate and up-to-date information to empower customers to find solutions independently.
- Participate in training sessions to stay informed about new product features, industry best practices, and customer service techniques.
- Contribute to team meetings and share insights and suggestions for improving overall customer support effectiveness.
Why Melbourne?
Melbourne is a vibrant and multicultural city known for its strong financial services industry and thriving tech community. By joining Airwallex in Melbourne, you'll have the opportunity to work in a dynamic and innovative environment, surrounded by talented professionals from diverse backgrounds. Melbourne's excellent quality of life, world-class education system, and rich cultural scene make it an attractive location for both personal and professional growth.
Career Path
At Airwallex, we are committed to providing our employees with opportunities for career advancement and growth. As a Customer Support Analyst, you can progress along various career paths, including:
- Senior Customer Support Analyst: Taking on more complex cases and mentoring junior team members.
- Team Lead: Supervising a team of Customer Support Analysts and overseeing day-to-day operations.
- Specialized Support Roles: Focusing on a specific area of expertise, such as technical support or compliance.
- Customer Success Manager: Building relationships with key customers and ensuring their long-term satisfaction.
- Product Specialist: Contributing to the development and improvement of Airwallex products based on customer feedback.
Salary & Benefits
Airwallex offers a competitive salary and benefits package, including:
- Competitive salary commensurate with experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Generous paid time off policy, including vacation, sick leave, and holidays
- Employee stock options
- Professional development opportunities
- Wellness programs and resources
- Company-sponsored events and team-building activities
- Employee assistance program (EAP)
- Commuter benefits or transportation assistance
- Flexible work arrangements
Airwallex Culture
Airwallex fosters a culture of innovation, collaboration, and customer focus. We value employees who are passionate about making a difference, eager to learn, and committed to delivering exceptional results. We encourage teamwork, open communication, and a growth mindset. Our employees come from diverse backgrounds and bring a wide range of perspectives and experiences to the table, creating a vibrant and inclusive work environment.
How to Apply
If you are interested in joining our team as a Customer Support Analyst in Melbourne, please submit your application through our online careers portal. Be sure to include your resume, cover letter, and any other relevant documents that showcase your skills and experience. We look forward to hearing from you!
FAQ
- What are the key responsibilities of a Customer Support Analyst at Airwallex?
The primary responsibilities include addressing customer inquiries, resolving issues, collaborating with cross-functional teams, and contributing to the improvement of our products and processes.
- What qualifications are required for this role?
A bachelor's degree is preferred, along with proven experience in a customer support role, excellent communication skills, strong analytical abilities, and a passion for delivering exceptional customer experiences.
- What is the career path for a Customer Support Analyst at Airwallex?
Potential career paths include Senior Customer Support Analyst, Team Lead, Specialized Support Roles, Customer Success Manager, and Product Specialist.
- What is the salary range for this position?
The salary range is competitive and commensurate with experience and qualifications. (Estimated $70,000 - $90,000 USD Annually converted from AUD)
- What benefits does Airwallex offer to its employees?
Airwallex offers a comprehensive benefits package, including health insurance, paid time off, employee stock options, professional development opportunities, and wellness programs.
- What is the work environment like at Airwallex?
Airwallex fosters a culture of innovation, collaboration, and customer focus. We encourage teamwork, open communication, and a growth mindset.
- How can I apply for this position?
You can submit your application through our online careers portal. Be sure to include your resume, cover letter, and any other relevant documents.
- What is the interview process like?
The interview process typically involves an initial screening, followed by interviews with the hiring manager and other team members. There may also be a practical assessment or case study.
- Does Airwallex offer remote work options?
Airwallex offers flexible work arrangements, including remote work options, depending on the role and business needs.
- What opportunities are there for professional development at Airwallex?
Airwallex is committed to providing its employees with opportunities for professional development, including training, conferences, and mentorship programs.
Locations
- Melbourne, Victoria, Australia
Salary
77,000 - 99,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Customer Supportintermediate
- Communication Skillsintermediate
- Analytical Skillsintermediate
- Problem Solvingintermediate
- Troubleshootingintermediate
- Customer Serviceintermediate
- Cross-functional Collaborationintermediate
- Operational Excellenceintermediate
- Product Knowledgeintermediate
- Fintech Conceptsintermediate
- Email Communicationintermediate
- Phone Communicationintermediate
- Issue Resolutionintermediate
- Data Analysisintermediate
- Knowledge Base Managementintermediate
- Training & Developmentintermediate
- CRM Softwareintermediate
- Conflict Resolutionintermediate
- Active Listeningintermediate
- Empathyintermediate
- Time Managementintermediate
- Prioritizationintermediate
- Adaptabilityintermediate
- Teamworkintermediate
- Attention to Detailintermediate
Required Qualifications
- Bachelor's degree preferred, or equivalent practical experience. (experience)
- Proven experience in a customer support role, preferably in the fintech or technology industry. (experience)
- Excellent written and verbal communication skills. (experience)
- Strong analytical and problem-solving abilities. (experience)
- Ability to explain complex concepts clearly and concisely. (experience)
- Experience with CRM and support ticketing systems. (experience)
- Demonstrated ability to work effectively in a team environment. (experience)
- A passion for delivering exceptional customer experiences. (experience)
- Ability to thrive in a fast-paced, dynamic environment. (experience)
- Strong attention to detail and organizational skills. (experience)
- Experience analyzing customer feedback and identifying trends. (experience)
- Proficiency in using self-service tools and knowledge bases. (experience)
- Ability to adapt to changing product features and updates quickly. (experience)
- Experience collaborating with cross-functional teams to resolve issues. (experience)
- Strong computer skills, including proficiency in Microsoft Office Suite or Google Workspace. (experience)
Responsibilities
- Serve as the primary point of contact for customers via email and phone.
- Address a diverse range of customer queries and concerns with empathy and professionalism.
- Communicate product knowledge and updates clearly to customers.
- Help customers navigate complex fintech concepts and Airwallex processes.
- Troubleshoot and resolve customer inquiries end-to-end.
- Escalate complex or technical issues to relevant internal teams as needed.
- Collaborate closely across teams (Compliance, Operations, Commercial, Technical Support) to accelerate issue resolution.
- Ensure a seamless service experience for customers.
- Analyze trends in customer feedback to spot operational or product improvement opportunities.
- Regularly share insights with team leaders to drive changes and optimize the support experience.
- Enhance self-service tools by reviewing and updating help documentation, FAQs, and knowledge bases.
- Make it easier for customers to find solutions independently.
- Participate in ongoing training and knowledge sessions to stay current with product launches, changes, and industry best practices.
- Support management and leadership requests as needed.
- Contribute to a positive and collaborative team environment.
- Identify opportunities to improve support processes and efficiency.
- Document customer interactions and resolutions accurately in the CRM system.
- Maintain a high level of customer satisfaction.
- Adhere to company policies and procedures.
Benefits
- general: Competitive salary and performance-based bonuses.
- general: Comprehensive health, dental, and vision insurance plans.
- general: Generous paid time off policy, including vacation, sick leave, and holidays.
- general: Employee stock options.
- general: Professional development opportunities, including training and conferences.
- general: Wellness programs and resources to support employee well-being.
- general: Company-sponsored events and team-building activities.
- general: Employee assistance program (EAP) for confidential counseling and support.
- general: Commuter benefits or transportation assistance.
- general: Flexible work arrangements, including remote work options.
- general: Modern and collaborative office environment.
- general: Free snacks and drinks in the office.
- general: Opportunities for career advancement and growth within the company.
- general: A diverse and inclusive work environment.
- general: The chance to work on cutting-edge technology and innovative solutions.
- general: Employee referral program.
- general: Paid parental leave.
- general: Life insurance and disability benefits.
Tags & Categories
Answer 10 quick questions to check your fit for Customer Support Analyst Careers at Airwallex - Melbourne, Victoria | Apply Now! @ Airwallex.
Related Books and Jobs
Customer Support Analyst Careers at Airwallex - Melbourne, Victoria | Apply Now!
Airwallex
Customer Support Analyst Careers at Airwallex - Melbourne, Victoria | Apply Now!
Job Description
Customer Support Analyst at Airwallex - Melbourne, Victoria
Role Overview
As a Customer Support Analyst at Airwallex, you'll be at the forefront of our commitment to providing exceptional customer service. Based in our Melbourne office, you'll play a vital role in assisting our global customer base with their inquiries, resolving issues, and contributing to the continuous improvement of our products and processes. Your primary focus will be on delivering timely and effective support through various channels, including email and phone, while also collaborating with cross-functional teams to ensure a seamless customer experience.
A Day in the Life
Here's a glimpse into what your day might look like:
- Start your day by reviewing incoming customer inquiries and prioritizing them based on urgency and complexity.
- Respond to customer emails and phone calls, addressing a wide range of questions related to Airwallex products and services.
- Troubleshoot technical issues and guide customers through the resolution process, escalating complex problems to the appropriate internal teams when necessary.
- Collaborate with colleagues in Compliance, Operations, Commercial, and Technical Support to ensure efficient issue resolution and provide a consistent customer experience.
- Analyze customer feedback and identify trends that can help improve our products, processes, and support materials.
- Update and maintain our knowledge base with accurate and up-to-date information to empower customers to find solutions independently.
- Participate in training sessions to stay informed about new product features, industry best practices, and customer service techniques.
- Contribute to team meetings and share insights and suggestions for improving overall customer support effectiveness.
Why Melbourne?
Melbourne is a vibrant and multicultural city known for its strong financial services industry and thriving tech community. By joining Airwallex in Melbourne, you'll have the opportunity to work in a dynamic and innovative environment, surrounded by talented professionals from diverse backgrounds. Melbourne's excellent quality of life, world-class education system, and rich cultural scene make it an attractive location for both personal and professional growth.
Career Path
At Airwallex, we are committed to providing our employees with opportunities for career advancement and growth. As a Customer Support Analyst, you can progress along various career paths, including:
- Senior Customer Support Analyst: Taking on more complex cases and mentoring junior team members.
- Team Lead: Supervising a team of Customer Support Analysts and overseeing day-to-day operations.
- Specialized Support Roles: Focusing on a specific area of expertise, such as technical support or compliance.
- Customer Success Manager: Building relationships with key customers and ensuring their long-term satisfaction.
- Product Specialist: Contributing to the development and improvement of Airwallex products based on customer feedback.
Salary & Benefits
Airwallex offers a competitive salary and benefits package, including:
- Competitive salary commensurate with experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- Generous paid time off policy, including vacation, sick leave, and holidays
- Employee stock options
- Professional development opportunities
- Wellness programs and resources
- Company-sponsored events and team-building activities
- Employee assistance program (EAP)
- Commuter benefits or transportation assistance
- Flexible work arrangements
Airwallex Culture
Airwallex fosters a culture of innovation, collaboration, and customer focus. We value employees who are passionate about making a difference, eager to learn, and committed to delivering exceptional results. We encourage teamwork, open communication, and a growth mindset. Our employees come from diverse backgrounds and bring a wide range of perspectives and experiences to the table, creating a vibrant and inclusive work environment.
How to Apply
If you are interested in joining our team as a Customer Support Analyst in Melbourne, please submit your application through our online careers portal. Be sure to include your resume, cover letter, and any other relevant documents that showcase your skills and experience. We look forward to hearing from you!
FAQ
- What are the key responsibilities of a Customer Support Analyst at Airwallex?
The primary responsibilities include addressing customer inquiries, resolving issues, collaborating with cross-functional teams, and contributing to the improvement of our products and processes.
- What qualifications are required for this role?
A bachelor's degree is preferred, along with proven experience in a customer support role, excellent communication skills, strong analytical abilities, and a passion for delivering exceptional customer experiences.
- What is the career path for a Customer Support Analyst at Airwallex?
Potential career paths include Senior Customer Support Analyst, Team Lead, Specialized Support Roles, Customer Success Manager, and Product Specialist.
- What is the salary range for this position?
The salary range is competitive and commensurate with experience and qualifications. (Estimated $70,000 - $90,000 USD Annually converted from AUD)
- What benefits does Airwallex offer to its employees?
Airwallex offers a comprehensive benefits package, including health insurance, paid time off, employee stock options, professional development opportunities, and wellness programs.
- What is the work environment like at Airwallex?
Airwallex fosters a culture of innovation, collaboration, and customer focus. We encourage teamwork, open communication, and a growth mindset.
- How can I apply for this position?
You can submit your application through our online careers portal. Be sure to include your resume, cover letter, and any other relevant documents.
- What is the interview process like?
The interview process typically involves an initial screening, followed by interviews with the hiring manager and other team members. There may also be a practical assessment or case study.
- Does Airwallex offer remote work options?
Airwallex offers flexible work arrangements, including remote work options, depending on the role and business needs.
- What opportunities are there for professional development at Airwallex?
Airwallex is committed to providing its employees with opportunities for professional development, including training, conferences, and mentorship programs.
Locations
- Melbourne, Victoria, Australia
Salary
77,000 - 99,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Customer Supportintermediate
- Communication Skillsintermediate
- Analytical Skillsintermediate
- Problem Solvingintermediate
- Troubleshootingintermediate
- Customer Serviceintermediate
- Cross-functional Collaborationintermediate
- Operational Excellenceintermediate
- Product Knowledgeintermediate
- Fintech Conceptsintermediate
- Email Communicationintermediate
- Phone Communicationintermediate
- Issue Resolutionintermediate
- Data Analysisintermediate
- Knowledge Base Managementintermediate
- Training & Developmentintermediate
- CRM Softwareintermediate
- Conflict Resolutionintermediate
- Active Listeningintermediate
- Empathyintermediate
- Time Managementintermediate
- Prioritizationintermediate
- Adaptabilityintermediate
- Teamworkintermediate
- Attention to Detailintermediate
Required Qualifications
- Bachelor's degree preferred, or equivalent practical experience. (experience)
- Proven experience in a customer support role, preferably in the fintech or technology industry. (experience)
- Excellent written and verbal communication skills. (experience)
- Strong analytical and problem-solving abilities. (experience)
- Ability to explain complex concepts clearly and concisely. (experience)
- Experience with CRM and support ticketing systems. (experience)
- Demonstrated ability to work effectively in a team environment. (experience)
- A passion for delivering exceptional customer experiences. (experience)
- Ability to thrive in a fast-paced, dynamic environment. (experience)
- Strong attention to detail and organizational skills. (experience)
- Experience analyzing customer feedback and identifying trends. (experience)
- Proficiency in using self-service tools and knowledge bases. (experience)
- Ability to adapt to changing product features and updates quickly. (experience)
- Experience collaborating with cross-functional teams to resolve issues. (experience)
- Strong computer skills, including proficiency in Microsoft Office Suite or Google Workspace. (experience)
Responsibilities
- Serve as the primary point of contact for customers via email and phone.
- Address a diverse range of customer queries and concerns with empathy and professionalism.
- Communicate product knowledge and updates clearly to customers.
- Help customers navigate complex fintech concepts and Airwallex processes.
- Troubleshoot and resolve customer inquiries end-to-end.
- Escalate complex or technical issues to relevant internal teams as needed.
- Collaborate closely across teams (Compliance, Operations, Commercial, Technical Support) to accelerate issue resolution.
- Ensure a seamless service experience for customers.
- Analyze trends in customer feedback to spot operational or product improvement opportunities.
- Regularly share insights with team leaders to drive changes and optimize the support experience.
- Enhance self-service tools by reviewing and updating help documentation, FAQs, and knowledge bases.
- Make it easier for customers to find solutions independently.
- Participate in ongoing training and knowledge sessions to stay current with product launches, changes, and industry best practices.
- Support management and leadership requests as needed.
- Contribute to a positive and collaborative team environment.
- Identify opportunities to improve support processes and efficiency.
- Document customer interactions and resolutions accurately in the CRM system.
- Maintain a high level of customer satisfaction.
- Adhere to company policies and procedures.
Benefits
- general: Competitive salary and performance-based bonuses.
- general: Comprehensive health, dental, and vision insurance plans.
- general: Generous paid time off policy, including vacation, sick leave, and holidays.
- general: Employee stock options.
- general: Professional development opportunities, including training and conferences.
- general: Wellness programs and resources to support employee well-being.
- general: Company-sponsored events and team-building activities.
- general: Employee assistance program (EAP) for confidential counseling and support.
- general: Commuter benefits or transportation assistance.
- general: Flexible work arrangements, including remote work options.
- general: Modern and collaborative office environment.
- general: Free snacks and drinks in the office.
- general: Opportunities for career advancement and growth within the company.
- general: A diverse and inclusive work environment.
- general: The chance to work on cutting-edge technology and innovative solutions.
- general: Employee referral program.
- general: Paid parental leave.
- general: Life insurance and disability benefits.
Tags & Categories
Answer 10 quick questions to check your fit for Customer Support Analyst Careers at Airwallex - Melbourne, Victoria | Apply Now! @ Airwallex.
Related Books and Jobs