Experienced Customer Support Analyst – Payment Solutions and Financial Services

At arenaflex, we're on a mission to revolutionize the way businesses manage their finances and make payments globally. As a leading unified payments and financial platform, we empower over 150,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management, and treasury to embedded finance at a global scale. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you.

About arenaflex

arenaflex 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, we have a team of over 1,700 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$6.2 billion and backed by world-leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, arenaflex 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.

Job Summary

As an Experienced Customer Support Analyst at arenaflex, you'll play a critical role in delivering exceptional customer experiences by resolving payment-related queries, investigating issues, and providing timely solutions. You'll work closely with our internal and external teams to ensure seamless customer support and drive business efficiency. If you're passionate about customer service, have a strong technical background, and enjoy problem-solving, we want to hear from you.

Responsibilities

* Respond to inbound payment queries, resolving account issues and educating customers on our range of products and features.

• Take ownership of investigating customer payment/deposit issues and liaise with both internal and external teams for timely resolution.
• Coordinate with back-office teams for transaction investigation, urgent payments, and incoming collections processing, etc.
• Understand client's business objectives/impact and apply your expertise to timely resolve issues and ensure customer success.
• Meet our global customer support KPIs, including response SLAs and call answer rates.
• Provide feedback to the L1 team and help build processes to improve overall E2E customer experience and business efficiency.
• Industry and product-related continual learning.
• Reconcile payments in our system.

What You Will Bring

* A minimum of 3 years of relevant experience in payment-related companies, financial services, or banking with customer service.

• Strong written and verbal communication ability in English (Cantonese or Mandarin will be an added advantage).
• Ability to engage a wide range of stakeholders.
• Self-motivated and outcome-focused.
• Ability to work autonomously yet collaboratively.
• Experience in dealing with complex customer escalations.
• Ability to multitask multiple systems, screens, and tasks during customer contacts.
• Strong Microsoft Excel skills.
• Bonus: Data analytics and SQL capability.

What We Offer

* Competitive salary and benefits package.

• Opportunity to work with a leading unified payments and financial platform.
• Collaborative and dynamic work environment.
• Professional development and growth opportunities.
• Recognition and rewards for outstanding performance.
• Flexible working hours and remote work options.
• Access to cutting-edge technology and tools.
• Collaborative and supportive team culture.

Equal Opportunity

arenaflex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at arenaflex 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.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job