Job Details

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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 150,000 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, Airwallex shares a team of over 1,800 bright and innovative people in tech across 26 offices worldwide. Valued at US$6.2 billion and backed by leaders such as Visa, Beyond, Sequoia, and Salesforce Ventures, Airwallex is building the future of global payments.

Location: San Francisco or New York City. Shift: 9 AM‑6 PM. Compensation: $67 K – $88 K.

Attributes We Value

We hire builders with founder-like energy who want real impact, accelerated learning, and true ownership.

• Strong role‑related expertise and sharp thinking.
• Fast judgment, deep curiosity, decision‑making from first principles.
• Humility, collaboration, and end‑to‑end “get stuff done” mindset.
• Artificial‑intelligence adoption to solve problems faster.
• Capability to tackle complex, high‑visibility problems with exceptional teammates.

About the Team

The Operations team ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support to maintain high service standards.

What You'll Do

Reporting to the Manager of Financial Operations in the US, you will be among the first hires focused on Financial Operations, part of the global FinOps team.

Responsibilities

• Monitor global end‑to‑end client transaction lifecycle, handle inquiries, and detect exceptions through data reports and dashboards.
• Use advanced Zendesk skills to manage FinOps‑related customer requests—including payment investigations, returns, recalls, and reconciliation inquiries—proficiently applying Triggers, Tagging, Routing Queues, and Macros.
• Support daily safeguarding obligations across multiple Airwallex entities.
• Monitor the clearing and settlement of client funds and global money pools; drive data‑oriented approaches to improve liquidity management, fund risk management, and treasury efficiency.
• Maintain the team knowledge base and refine standard operating procedures; find opportunities for operational optimization and process‑automation tooling.
• Build data‑oriented performance metrics, quality‑assurance framework and tooling to monitor, detect, and remediate operational risk areas and control defects.
• Set up compliant, accurate and timely reporting data capabilities based on external regulatory and third‑party requirements.

Minimum Qualifications

• 2 years of experience using Zendesk to manage and respond to customer inquiries in a Customer Support or Financial Operations role.
• Ability to rapidly understand new products and demonstrate problem‑solving skills.
• Strong communication skills and customer‑service orientation.
• Attention to detail and a documented approach.
• A strong team player who thrives in close collaboration with other teams.
• Bachelor's degree or above.

Preferred Qualifications

• Experience with MS Office and technical skill set of SQL.
• Experience with visualization tools like Looker and Data Studio.
• Minimum of 2 years of experience in payments or operations at a technology company.

Equal Opportunity

Airwallex is proud to be an equal‑opportunity employer. We value diversity and consider anyone for employment based on merit, qualifications, competence, and talent. We do not consider color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making 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. We will not pay any fees to search firms/recruiters unless an agreement has been entered into for specific open position(s).