Team Lead, Payment Experience, Americas (Customer Support)

Flywire • Boston, MA

1d • Hybrid

About The Position

Payment Experience roles at Flywire are not typical support roles. As the first point of contact, you will be equipped with broad knowledge of Flywire's core business capabilities and a positive attitude to troubleshoot any aspect of our payer’s problems. You will liaise closely with Client & Payment Experience Managers, other regional team leads, Central Service team, and all departments in a fast-paced environment where growth and change are the norm. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will involve communicating internationally. Strong written and verbal communication skills are required. You will be primarily responsible for supporting payer inquiries, serving as a content expert for Flywire payment offerings and products. Additionally, you will drive forward the regional Payment Experience Team, acting as the key escalation point for Payment Experience Associates & Specialists and the key voice for payment experience. A Payment Experience Team Lead supports the Client & Payment Experience Managers in leading the regional Payment Experience Team, providing feedback on team training needs, regional teammates development plans, and payer experience improvements to ensure a frictionless experience for payers. You will also support the regional & global Client & Payment Experience function through project work as necessary.

Requirements

• 1-2 years in customer support, with experience informally leading or mentoring teammates
• Excellent written and verbal English language skills
• Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathy
• Comfortable with multi-tasking; able to work under intense pace and high pressure
• Proactive and ambitious learner, able to quickly adapt to the fast changing requirements, remain organized through lots of change and updated materials
• The desire to develop leadership skills, to drive a team’s success and support teammates within the role’s scope, being comfortable and composed when either giving or receiving feedback
• Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)
• Great attention to details, sensitive to issues or potential issues and proactively seek for solutions
• Strong analytical skill, able to use data / best judgement to prioritize tasks that have the most value-add impact
• Excellent interpersonal and communication skills to enable effective interaction and collaboration within the team and key business stakeholders. Able to adapt the communication style to different audiences.
• Ability to work on a flexible schedule
• Familiarity with Microsoft Office suite and CRM software
• Customer service experience
• Payment related experience (banking, forex company)

Nice To Haves

• Additional language (eg. French, Portuguese) is a plus
• International experience

Responsibilities

• Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy
• Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products
• Be the voice of payers within Flywire escalating insight within the Client & Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisation
• Work with the CPE Managers to design the regional Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysis
• Drive forward the regional Payment Experience Team, manage the team’s daily operations and projects execution, support team members in reaching the team goals and in their personal development
• Handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review
• Be the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change

Benefits

• Competitive compensation
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Competitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

What This Job Offers

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