About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.

Responsibilities：

• Perform diligent quality assurance checks on tickets handled by our global customer support teams to ensure adherence to company standards and customer satisfaction.

• Deliver high-quality assessment results regarding the identification of operation errors, procedure loopholes, and system limitations 

• Meet the productivity requirements of daily and monthly QA evaluations

• Provide actionable and practical solutions to address the QA findings, and closely track the remediation progress

• Collaborate with global stakeholders to enhance operation quality, procedures, and systems, driving initiatives to streamline processes and improve efficiency

• Proactively support other global projects and initiatives that are related to quality assurance and embed into daily operational process

• Provide training/coaching to customer support analysts to elevate overall quality standards

Qualifications： 

• Minimum of 3-5 years of experience in customer support or a related field, with an in-depth understanding of customer support principles and practices

• Proven experience in a Quality Control or Quality Assurance role is highly desirable

• Excellent oral and written communication skills in English, with the ability to present complex information clearly and concisely to various stakeholders

• Ability to quickly learn new product knowledge and procedures, adapting to changing priorities in a fast-paced, dynamic environment

• Proficiency with ticketing systems, call center software, and other business tools

• Strong analytical and problem-solving skills, capable of identifying root causes and proposing practical solutions.

• Strong interpersonal skills to build positive working relationships with team members and other departments.

• Commitment to ensuring exceptional customer experiences, with confidence in interrogating data/processes and interviewing stakeholders

• Self-motivated and result-driven, with a strong sense of responsibility and accountability for own tasks, consistently delivering high-quality work on time

Equal opportunity

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 color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

Airwallex does not accept unsolicited resumes from search firms/recruiters.  Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s).  Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.