Job Description

About AirwallexAirwallex 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.About the teamThe Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company\'s growth and maintain high service standards. Our team is dedicated to providing a seamless experience for our customers and supporting Airwallex\'s mission to empower businesses globally.What you\'ll doWe are seeking a passionate and experienced Learning and Development professional to join our Customer Support (Operations) team in Kuala Lumpur or Singapore. This role is focused on enhancing the capabilities of our global customer support team through strategic training initiatives, knowledge management, and continuous development programs. You will work closely with product teams and other stakeholders to ensure that our Customer Support Operations are equipped with the right resources, and that all team members are fully prepared to deliver exceptional service against the backdrop of ever-expanding and innovating products at Airwallex.This role is based in Singapore, Kuala Lumpur.Responsibilities:Knowledge Learning Program Development: Design and implement comprehensive learning programs that include resources (e.g. standarding operating procedures), quizzes/tests, and structured outlines to enhance the knowledge and skills of the customer support team. Continuously assess and update the learning materials to reflect the latest industry standards and company needs.Knowledge Base Management: Establish and maintain a robust feedback loop to capture and correct inaccurate knowledge within the knowledge base. Ensure timely updates to the knowledge base, working collaboratively with content creators and subject matter experts.Onboarding and Training: Lead the onboarding process for new joiners, ensuring they are fully trained and integrated into the team. Develop ongoing training initiatives for existing team members to keep them up-to-date with new tools, processes, and product features.Collaboration with Product Teams: Work closely with product teams to ensure customer feedback is thoroughly considered in product development. Ensure all new product features and changes are well-documented, and appropriate training is provided to the customer support team ahead of product launches.Who you areWe\'re looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.Minimum qualifications:At least 4 years of experience, preferably with a fast growing tech startup or top-tier strategy/management consulting or equivalentExcellent written, verbal and visual communication skillsVery strong analytical skillsStrong problem solving skills essentialSelf-starter that can identify and prioritize opportunities to focus onTechnology, financial services and/or experience in a high growth environment is advantageousBachelor\'s degree or equivalentPreferred qualifications:At least 4 years of experience, preferably with a fast growing tech startup or top-tier strategy/management consulting or equivalentExcellent written, verbal and visual communication skillsVery strong analytical skillsStrong problem solving skills essentialSelf-starter that can identify and prioritize opportunities to focus onTechnology, financial services and/or experience in a high growth environment is advantageousBachelor\'s degree or equivalentEqual opportunityAirwallex 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.

Airwallex