Team Lead, Payment Experience, Americas (Customer Support)

Flywire • Boston, MA

4d • $51,121 - $73,030

About The Position

Flywire is seeking a Payment Experience Team Lead in the Americas to support payer enquiries and serve as a content expert on Flywire’s payment offerings and products. The role is a first point of contact for payers and involves resolving complex issues through phone, chat, and email with speed, professionalism, and empathy. The Team Lead is also an escalation point for Payment Experience Associates and Specialists and represents the voice of payers across Flywire, using data and context to identify opportunities for improvement.

The role supports Client & Payment Experience Managers in leading the regional Payment Experience Team, shaping its direction in alignment with global and company priorities, improving processes, and driving efficiency and scale. It manages daily team operations and project execution, supports teammates’ performance and development, and handles team administration such as schedules, updates, training, and quality reviews. The Team Lead also represents the regional team in coordination with regional stakeholders and supports launches, training materials, and assessment of related changes. The position works closely with Client & Payment Experience Managers, other regional team leads, the Central Service team, and other departments in a fast-paced, international environment.

Requirements

• 1–2 years of customer support experience, including informal leadership or mentoring of teammates.
• Excellent written and verbal English skills.
• Customer-oriented approach, with the ability to listen, understand, and resolve difficult customer requests professionally and empathetically.
• Ability to multitask and work at an intense pace and under high pressure.
• Proactive, ambitious learner who can adapt quickly to changing requirements, stay organized through change, and keep up with updated materials.
• Desire to develop leadership skills, drive team success, support teammates, and give and receive feedback comfortably and calmly.
• Self-motivated and self-disciplined, with ownership and accountability for resolving enquiries from start to finish.
• Strong attention to detail and ability to identify actual or potential issues and proactively seek solutions.
• Strong analytical skills and ability to use data or sound judgment to prioritize high-value work.
• Excellent interpersonal and communication skills for effective collaboration with teammates and business stakeholders.
• Ability to adapt communication style to different audiences.
• Ability to work a flexible schedule.
• Familiarity with Microsoft Office suite and CRM software.
• Customer service experience.

Nice To Haves

• Additional language skills, such as French or Portuguese.
• Payment-related experience, such as banking or a foreign exchange company.
• International experience.

Responsibilities

• Provide solutions to complex payer issues by phone, chat, and email with speed, professionalism, and empathy.
• Serve as the escalation point for teammates and as a content expert on Flywire payment offerings and products.
• Represent the voice of payers within the Client & Payment Experience team and across Flywire, escalating insights and using data and context to identify areas for optimization.
• Work with Client & Payment Experience Managers to shape regional team direction in line with global and company direction, plan process optimization, and improve efficiency and the scalability of manual work using data analysis.
• Drive the regional Payment Experience Team, manage daily operations and project execution, and support team members in meeting team goals and developing professionally.
• Handle team administration, including monthly schedules for live contact support and scheduled tasks, weekly updates, training, and quality reviews.
• Represent the regional Payment Experience Team and maintain connections with the regional CPE team and other regional stakeholders.
• Support preparation for regional launches and training materials, and track the impact of related changes.
• Support regional and global Client & Payment Experience work through projects as needed.

Benefits

• Competitive compensation.
• Employee Stock Purchase Plan (ESPP).
• Competitive time off.
• Wellbeing programs, including mental health, wellness, and yoga, Pilates, and HIIT classes.
• Talent and development programs, including Managers Taking Flight and OneFlywire Career Mobility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed