Customer Success Manager, SME & Growth - Airwallex

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.

About the team

The SME & Growth Business team at Airwallex is a passionate group of collaborators and business champions dedicated to empowering small and medium-sized enterprises (SMEs) to thrive in the global economy. We combine deep financial expertise with a growth mindset, working closely with our clients to understand their unique needs and develop tailored solutions that streamline cross-border payments and unlock new revenue streams. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME customers.

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.

This position is Hong Kong based and resides in the Account Management Team.

What you’ll do

Responsibilities:

• 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

Who you are

We'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:

• 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 Cantonese & English 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

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.