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Customer Support Lead at Airwallex

Melbourne, VIC

Apply to Airwallex

Airwallex is a technology company that revolutionises the way businesses operate globally. Our financial infrastructure provides a modern technology stack for businesses of all sizes to operate internationally, without the challenges of the current global financial system.

Businesses use Airwallex as their end to end global financial services platform. Whether it’s making or receiving payments from customers, domestically or internationally, Airwallex saves businesses time and money by offering real-time, reliable and cost effective financial solutions. Our web and API solutions support businesses of all sizes, from small companies to large enterprise.

In this fast-changing digital world that is increasingly becoming borderless, our mission is to empower businesses of all sizes to grow in their own markets and around the world, and by doing so, contribute to the global economy.

Founded in 2015, Airwallex has since grown to over 400 employees across ten offices around the world. Airwallex has raised over $360 million USD in venture capital funding, supported by top-tier investors including DST Global, Sequoia Capital, Tencent, Hillhouse, Horizons Ventures, Salesforce Ventures, ANZi Ventures and Mastercard. In March 2019, Airwallex was valued over $1 billion USD after its Series C financing, and became one of the fintech unicorns in APAC. The company was also named one of the world’s top 50 fintechs in KPMG’s 2019 and 2018 Fintech100 reports.

The role

Airwallex is rapidly growing and looking for a team member to join us as a Customer Support Team Lead. 

As a person who is passionate about ensuring every customer has a seamless experience, you will be responsible for managing our Customer Support Team. You will have the ability to influence and optimise the customer support processes and systems as we grow and scale the team.

You will be working with a variety of stakeholders to ensure you are well equipped to deal with all potential issues and able to solve them in a timely fashion. As a Zendesk expert, we expect you to be able to optimise the customer journey through macros and automations and build up the team to meet and potentially exceed all SLA’s

What you'll do

  • Define customer support workflows.
  • Write and improve customer support processes.
  • Collect and analyse customer support data, taking action regarding responses, and reporting to the product organisation.
  • Manage Zendesk macros and integration.
  • Lead a team of customer support specialists.
  • Define KPIs, building reporting and dashboards to track progress.

At Airwallex we like to ensure we create the best environment for our people providing a collaborative open office space, PlayStation and table tennis to unwind, a fully stocked kitchen which includes breakfast, snacks, fruit, beers, you name it! We also organise regular team building events, encourage flexible/remote working and offer learning and development opportunities. Most importantly, we give our people the freedom to be creative.
 
Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

About Airwallex

Office address

  • 15 William Street, Melbourne CBD, VIC, 3000
  • Sydney CBD, NSW, 2000

Company size

201-500 people

Founded in

2015

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