Customer Support Analyst

📋 Description

• Serve as primary contact for customers via email and phone.
• Explain product updates; guide customers through fintech concepts and Airwallex processes.
• Troubleshoot and resolve inquiries end-to-end; escalate complex issues as needed.
• Collaborate with Compliance, Operations, Commercial and Technical Support to speed resolutions.
• Analyze feedback trends to identify improvements and share insights with leadership.
• Update help docs, FAQs, and knowledge bases to improve self-service.

🎯 Requirements

• Experience in customer service or related roles in fintech, retail, tech, or high-growth environments.
• Experience with enterprise/high-value clients is a plus.
• Experience with help desk and communication tools.
• Knowledge of cross-border payments, FX, and financial regulations is advantageous.
• Bachelor’s degree or equivalent strongly preferred.