About the position
We, at Flywire, are seeking a Payment Experience Associate I. Payment Experience roles at Flywire are not your typical ‘support’ roles. As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire's core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer’s problems. As part of this role, you will be the first person customers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Payment Experience Associate is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries. You're highly skilled at uncovering customers' needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. The role offers a strong base to build a career within Flywire.
Responsibilities
- Develop a thorough understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
- Handle customers' questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy.
- Be a brand ambassador and make a positive first impression of Flywire.
- Carry out proactive payer outreach, as needed, to support the completion of a booking or the resolution of an issue.
- Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments.
- Conduct daily follow-up with previously unresolved requests.
- Collect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members.
- Stay updated on new product features, updates, and company policies to provide accurate and current information to customers.
- Be inspired to take initiative in new projects that contribute to the greater success of the business.
- Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.
- Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude.
- Have fun while working hard with a goal-oriented team.
Requirements
- General Business proficiency in English and Spanish.
- 2 years of experience in customer support, a background in banking or payments is a plus.
- Strong work ethic focused on learning and effectively performing assigned tasks.
- Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions.
- Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
- Efficient communication with internal teams and demonstrate global collaboration.
- Possesses a foundational understanding of the company’s products, services, and support processes.
- Capable of addressing straightforward and routine customer issues by adhering to established guidelines and standard operating procedures (SOPs).
- Maintains up-to-date knowledge of products and services to provide accurate and reliable information to customers.
- Familiar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline customer inquiries across multiple channels and platforms.
- Responsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from customer interactions.
Nice-to-haves
- Strong preference for candidates located near our geo-clusters and hubs in the East Coast: Boston, Atlanta, Charlotte, Orlando, Miami, Tampa, Philadelphia, Providence, Buffalo NYC, & NJ.
Benefits
- Competitive compensation, including Restricted Stock Units.
- Employee Stock Purchase Plan (ESPP).
- Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams).
- Work with brilliant people that will keep you on your toes.
- Dynamic & Global Team (we have been collaborating virtually for years!).
- Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates.
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days.
- Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!).
