Senior Analyst, Customer Support at Airwallex - San Francisco

Role Overview

As a Senior Analyst in Customer Support at Airwallex, based in San Francisco, you will be at the forefront of delivering exceptional support to our US customer base. This role focuses specifically on payments and physical card operations, ensuring our high-value customers receive prompt, accurate, and effective assistance. You will be responsible for owning inbound support requests, troubleshooting complex issues, and coordinating with cross-functional teams to resolve incidents. Your expertise will contribute significantly to maintaining high-performance metrics and enhancing customer satisfaction.

A Day in the Life

Here’s what a typical day might look like:

• Morning (9:00 AM - 12:00 PM): Start the day by reviewing overnight support requests and prioritizing high-impact issues. Respond to urgent inquiries regarding physical card operations, such as activation problems, transaction disputes, or card replacements. Troubleshoot complex payment-related issues, providing clear and concise explanations to customers.
• Mid-day (12:00 PM - 1:00 PM): Participate in a team huddle to discuss ongoing issues, share updates, and collaborate on solutions. Review and update knowledge base articles based on recent customer interactions.
• Afternoon (1:00 PM - 4:00 PM): Coordinate with the engineering and product teams to escalate and resolve technical issues. Document all customer interactions in the CRM system, ensuring accurate and detailed records. Work on improving support processes and identifying opportunities for efficiency gains.
• Late Afternoon (4:00 PM - 6:00 PM): Follow up on outstanding support tickets, ensuring all issues are resolved to the customer's satisfaction. Prepare daily reports on key performance indicators (KPIs), such as response time, resolution rate, and customer satisfaction scores. Participate in training sessions to enhance product knowledge and support skills.

Why San Francisco?

San Francisco is a hub for innovation and technology, making it an ideal location for Airwallex to establish a strong presence. Being based in San Francisco offers several advantages:

• Access to Talent: San Francisco is home to a large pool of highly skilled professionals with expertise in finance, technology, and customer support.
• Strategic Location: The city’s central location in the US allows for easy access to customers and partners across the country.
• Innovation Ecosystem: San Francisco’s vibrant startup culture and innovative spirit provide a dynamic environment for growth and collaboration.
• Market Opportunity: The city’s diverse economy and high concentration of businesses offer significant opportunities for Airwallex to expand its customer base.

Career Path

Airwallex is committed to providing opportunities for professional growth and development. As a Senior Analyst in Customer Support, you can progress along several career paths:

• Team Lead: Lead and mentor a team of customer support representatives, providing guidance and support to ensure high-quality service.
• Subject Matter Expert: Deepen your expertise in specific areas, such as payment processing or physical card operations, and become a go-to resource for the team.
• Training Specialist: Develop and deliver training programs to enhance the skills and knowledge of customer support staff.
• Quality Assurance Analyst: Evaluate customer interactions and identify opportunities for improvement in support processes and quality.
• Management Roles: Progress into management positions within the customer support organization, overseeing strategy, operations, and performance.

Salary & Benefits

Airwallex offers a competitive salary and benefits package to attract and retain top talent. The estimated salary range for this role is $85,000 to $125,000 per year, depending on experience and qualifications. Our comprehensive benefits package includes:

• Health, dental, and vision insurance
• Paid time off and holidays
• Employee stock options
• Retirement savings plan with company match
• Professional development opportunities
• Employee assistance program (EAP)
• Wellness programs and resources
• Flexible spending accounts (FSA)
• Commuter benefits
• Company-sponsored events and team-building activities
• Snacks, beverages, and catered lunches

Airwallex Culture

At Airwallex, we value innovation, collaboration, and a customer-centric approach. Our culture is built on the following principles:

• Customer Obsession: We put our customers first and strive to exceed their expectations in every interaction.
• Innovation: We embrace new ideas and technologies to improve our products and services.
• Collaboration: We work together as a team to achieve common goals and support each other's success.
• Ownership: We take responsibility for our actions and results, and we hold ourselves accountable for delivering high-quality work.
• Continuous Learning: We are committed to ongoing professional development and strive to stay ahead of industry trends.

How to Apply

If you are a dedicated and empathetic professional with a passion for delivering exceptional customer experiences, we encourage you to apply. Please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience and skills, and explain why you are interested in joining Airwallex.

FAQ

1. What are the key responsibilities of a Senior Analyst in Customer Support?
   The key responsibilities include owning inbound support requests, troubleshooting complex issues, coordinating with cross-functional teams, and maintaining high-performance metrics.
2. What skills are required for this role?
   The required skills include strong problem-solving abilities, excellent communication skills, knowledge of payment processing, and proficiency in CRM software.
3. What is the work schedule for this position?
   The shift for this role is 9am to 6pm Pacific, Monday through Friday.
4. What opportunities for professional growth are available at Airwallex?
   Airwallex offers opportunities for advancement into team lead, subject matter expert, training specialist, and management roles.
5. What is the salary range for this role?
   The estimated salary range for this role is $85,000 to $125,000 per year, depending on experience and qualifications.
6. What benefits does Airwallex offer?
   Airwallex offers a comprehensive benefits package, including health insurance, paid time off, employee stock options, and a retirement savings plan.
7. What is the company culture like at Airwallex?
   Airwallex values innovation, collaboration, and a customer-centric approach, fostering a dynamic and supportive work environment.
8. How can I apply for this position?
   Please submit your resume and cover letter through our online application portal.
9. What type of training is provided to customer support staff?
   Airwallex provides ongoing training and development opportunities to enhance product knowledge, support skills, and professional growth.
10. What is Airwallex's mission?
    Airwallex's mission is to empower businesses globally with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.