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 200 000 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 2 000 of the brightest and most cutting-edge people in tech across 26 offices around the globe Valued at US 8 billion and backed by world-leading investors including T Rowe Price Visa Mastercard Robinhood Ventures Sequoia Salesforce Ventures DST Global and Lone Pine Capital 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 Attributes We Value We hire successful builders with founder-like energy who want real impact accelerated learning and true ownership You bring strong role-related expertise and sharp thinking and you re motivated by our mission and operating principles You move fast with good judgment dig deep with curiosity and make decisions from first principles balancing speed and rigor You re humble and collaborative turn zero to one ideas into real products and you get stuff done end-to-end You use AI to work smarter and solve problems faster Here you ll tackle complex high visibility problems with exceptional teammates and grow your career as we build the future of global banking If that sounds like you let s build what s next Responsibilities Service clients Act as the escalation point for customer inquiries complaints requests and technical issues Collaborate with Sales Support and other internal teams to ensure timely resolution Manage internal operational workflows Assist accounts with setup for new product adoptions including pricing and feature configuration to ensure a smooth usage experience Retain customers Develop and execute strategies to proactively identify at-risk clients and implement retention initiatives to improve customer satisfaction Improve customer experience Oversee the customer lifecycle management process continuously identifying areas for optimization Generate revenue Identify and pursue upselling and cross-selling opportunities Lead the process from identifying client needs and closing deals to ensuring successful product adoption Qualifications At least 1-2 years of experience in a customer-facing role such as Customer Success Customer Support Account Management or a similar field A customer-first attitude showing empathy and care in understanding and meeting customer needs Strong sales acumen with the ability to identify customer needs recommend solutions and drive upselling and cross-selling opportunities to close deals successfully Exceptional organizational and time management skills with a strong attention to detail and high documentation accuracy Proven ability to prioritize tasks effectively quickly learn new systems and processes and adapt in a fast-paced environment Team-oriented attitude working collaboratively with cross-functional teams to solve problems and deliver results Strong verbal and written communication skills in Mandarin Cantonese and English A problem-solving mindset with the ability to simplify complex challenges and provide creative solutions Ability to think big identify opportunities to optimize customer support processes and systems as part of scaling the team Applicant Safety Policy Fraud and Third-Party Recruiters To protect you from recruitment scams please be aware that Airwallex will not ask for bank details sensitive ID numbers i e passport or any form of payment during the application or interview process All official communication will come from an airwallex com email address Please apply only through careers airwallex com or our official LinkedIn page 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 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