Job Overview

  • Job Title Sr. Customer Service Representative
  • Hiring Organization Airwallex
  • Company Website https://www.airwallex.com/
  • Remote Locations US
  • Job Type  Remote, Full-Time

We’re looking for a dedicated, empathetic team member to join us as a Sr. Customer Support Representative within our US team. We’re looking for proactive, high-energy individuals who have a passion for delivering a seamless customer experience, and who enjoy working in a fast paced environment. Individuals who prove themselves will have ample room for professional growth as we continue to scale rapidly!

Please note: The shift for this role is Monday through Friday, 9am to 6pm PT (excluding federal holidays).

Job Responsibilities

  • Own inbound support requests through multiple channels (email, phone, and chat)
  • Troubleshoot and resolve complex customer inquiries with effective problem-solving skills, all while providing complete and accurate information
  • Coordinate with cross-functional teams as needed for incident communication and resolution
  • Become a subject matter expert on Airwallex’s functionality and features
  • Maintain high-performance metrics including customer satisfaction, response time, resolution rate, efficiency, and quality
  • Teach and train other Customer Support Representatives

Job Requirements

  • 2+ years of customer service or technical support experience
  • Expert de-escalation and conflict resolution skills
  • Experience with high volume support ticketing systems (Zendesk is preferred)
  • Excellent verbal and written communication skills in English required, Spanish is a plus
  • Adaptability and resilience for handling complex interactions and frequent change
  • Fraud and payments experience is a plus
  • Fintech experience is a plus

Who you are:

  • You love communicating with customers – you must be passionate about working directly with customers, listening to what they need, and explaining the benefits of Airwallex.
  • You’re focused on a great customer experience – you’re empathetic, transparent, and always try to resolve issues as quickly as you can and in the best possible manner.
  • You’re a great communicator on the phone and via email – you’re able to articulate complex concepts in a way that’s easy to understand.
  • You’re a multi-tasker – you’re able to prioritize your time and tasks effectively, have the ability to pick up new processes and systems quickly, and have a keen eye for detail.
  • You’re a great team player – you’ll be working with people across diverse global offices and will need to work collaboratively with them to solve problems.
  • You’re a problem solver – you love to find solutions, are a critical thinker, and have a demonstrated history of working with and understanding complex systems.

Employee Benefits

  • 2+ years of customer service or technical support experience
  • Expert de-escalation and conflict resolution skills
  • Experience with high volume support ticketing systems (Zendesk is preferred)
  • Excellent verbal and written communication skills in English required, Spanish is a plus
  • Adaptability and resilience for handling complex interactions and frequent change
  • Fraud and payments experience is a plus
  • Fintech experience is a plus

How To Apply

Click “Apply” below to fill in the application form!

More Information

  • Remote Job Location United States
  • Salary Offer Competitive salary
  • Experience Level Mid Level
  • Education Level Non Specific
  • Working Hours to be arranged (full time based )
  • Job Application Via Custom Application Page