Customer Success Manager (Customer Experience)

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 innovative 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.
About The Role
We are seeking a dynamic and detail-oriented Account Specialist (Customer Success Manager) to join our team. This role is operationally focused and involves troubleshooting, client enablement, and acting as a liaison between clients and internal teams including sales and operations. You will play a critical role in ensuring our clients have a smooth and successful experience with Airwallex.
What you'll do:

• Client Enablement: Assist clients in understanding and utilizing our products and services effectively to meet their needs
• Troubleshooting: Act as the primary point of contact for client escalations and ad-hoc issues, ensuring a timely and satisfactory resolution to retain and increase customer loyalty
• Communication Liaison: Work closely with the client, account manager and internal teams to identify customer needs, facilitate a clear communication and proactively improve the success metrics
• Operational Support: Provide support for operational tasks and ensure that processes are followed efficiently and correctly.
• Relationship Management: Build and maintain strong relationships alongside the AM team to foster long-term partnerships, communicate customer feedback and insights to internal teams to drive product and service improvements

Minimum qualifications:

• Bachelor's degree or above
• At least 1-2 years experience in customer service or sales support environment
• Start-up & Fintech experience is preferred
• Proven experience in managing client communication and escalations
• Strong verbal and written communication in both English and Chinese is required
• Strong problem-solving and communication skills
• Ability to work collaboratively in a fast-paced environment
• Attention to detail and the ability to multitask, prioritize, and meet deadlines
• Familiarity with Salesforce, and Google Suite is a plus

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.