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Airwallex Logo Airwallex · Customer Service

Senior Analyst, Customer Support

United States, San Francisco 90000.00 - 135000.00 USD / Year · Job Posted February 21, 2026
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Job Description

We’re looking for a dedicated, empathetic team member to join us as a Senior Customer Support Representative to serve our US customer base, specializing in payments and physical card operations. 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: We are hiring based out of San Francisco, to support customers during our US business hours. The shift for this role will be 9am to 6pm Pacific, Monday through Friday.

Job Responsibility

  • Own inbound support requests from high value customers regarding physical card issues
  • Troubleshoot and resolve complex customer inquiries
  • 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

Requirements

  • 1+ years of customer service or technical support experience
  • Experience with physical card operations and knowledge of card networks
  • Excellent verbal and written communication skills in English
  • Adaptability and resilience for handling complex interactions and frequent change
  • Fintech experience
  • Passionate about working directly with customers
  • Focus on a great customer experience
  • Ability to prioritize time and tasks effectively
  • Ability to pick up new processes and systems quickly
  • Keen eye for detail

What we offer

  • Offers Equity
  • Offers Bonus
  • Medical, dental, and vision insurance
  • 401(k) plan
  • Short-term and long-term disability
  • Basic life insurance
  • Well-being benefits
  • 20 paid days of vacation
  • 12 paid days of company holidays
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