CPE Associate I, Operations Support

Flywire; Ciudad de México; Presencial; MXN 20,000 - 30,000; Jornada completa

Descripción de la vacante

A global payments enablement company in Ciudad de México seeks a CPE Associate I to handle escalated inquiries and provide exceptional client support. Key responsibilities include managing Payins and Payouts processes, maintaining product knowledge, and ensuring client satisfaction. The ideal candidate has at least 2 years of relevant experience and strong communication skills. This position offers competitive compensation and the opportunity to be part of a diverse and dynamic team.

Servicios

Competitive compensation

Wellbeing Programs

Generous time off

Formación

• 2 years of experience in client and customer support; banking or payments background is a plus.
• Strong written and verbal communication skills to engage with clients.
• Business proficiency in English.

Responsabilidades

• Develop a thorough understanding of the company’s products, services, and policies.
• Handle clients and customers' questions via phone, chat, email.
• Conduct daily follow-up with previously unresolved requests.

Conocimientos

Client support experience

Problem-solving skills

Communication skills

Data entry and reporting

Herramientas

Zendesk

Google Workspace

Descripción del empleo

Overview

Flywire is a global payments enablement and software company. We solve high-stakes, high-value payments and deliver meaningful value to clients around the world. We support more than 4,800 clients across education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies. With over 1,200 global FlyMates, representing more than 40 nationalities, and 12 offices world-wide, we continue to grow.

The Opportunity

We at Flywire are seeking a CPE Associate I, Operations Support. Client & Payment Experience roles are not typical support roles. As a key point of contact for escalated inquiries from Flywire internal stakeholders, you will be equipped with knowledge of Flywire's core business capabilities to troubleshoot a wide range of client and payer problems with a positive attitude and the support of our global team.

You will be the key point of contact for handling escalated inquiries from Flywire internal stakeholders, guiding clients through their Payins and Payouts processes. You will liaise with all departments in a fast-paced environment where growth and change are the norm. A Client & Payment Experience Associate is a problem-solver who is a knowledge expert on Payins and Payouts inquiries. You are skilled at uncovering clients and customers needs and following through with solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as you will communicate internationally. This 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. Be a subject matter expert on Payins and Payouts.
• Handle clients and customers' questions and concerns by phone, chat, email or other channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire.
• Carry out proactive client & payer outreach to support completion of a booking or resolution of an issue.
• Solve complex Payins and Payouts problems using various software tools and collaborating with team members and other departments.
• Conduct daily follow-up with previously unresolved requests.
• Collect feedback to understand Payins and Payouts issues and client & payer trends; be the voice of the client & payer within Flywire and escalate insights to senior leadership.
• Stay updated on new product features, updates, and company policies to provide current information to clients and customers.
• Take initiative on new projects that contribute to the greater success of the business.
• Be flexible and open to change in responsibilities, processes, and procedures as the company grows.
• Take on new responsibilities and adapt to shifts in client needs and company goals with a positive, proactive attitude.
• Maintain a positive and team-oriented attitude while working toward goals.

Qualifications

General

• Business proficiency in English.
• 2 years of experience in client and customer support; banking or payments background is a plus.
• Strong work ethic focused on learning and effectively performing tasks.

Communication

• Strong written and verbal communication skills; engage confidently with clients across channels and document interactions and follow-up actions.
• Experience communicating with a global client base and/or demonstrate empathetic and culturally aware communication.
• Efficient communication with internal teams and global collaboration.

Knowledge & Application

• Foundational understanding of the company’s products, services, and support processes.
• Address straightforward issues by following established guidelines and SOPs.
• Maintain up-to-date knowledge of products and services to provide accurate information.

Problem Solving

• Familiar with standard operating procedures and basic troubleshooting to resolve frontline inquiries across channels.
• Proactively escalate more complex issues to higher levels of support; use active listening to understand client needs.

Data Analysis

• Responsible for basic data entry and reporting tasks, ensuring accurate documentation of client interactions.

Technologies We Use

• Zendesk
• Google Workspace
• Banking and partner back offices
• Looker

What We Offer

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Immersive Global Induction Program
• Dynamic & Global Team
• Wellbeing Programs with Global FlyMates
• Be a meaningful part of our success – every FlyMate makes an impact
• Generous time off including FlyBetter Days to volunteer and Digital Disconnect Days
• Talent & Development Programs

Submit today and get started! We are excited to get to know you. You will meet with the Hiring Manager, team peers, the VP, and participate in a skills assessment. Your Talent Acquisition Partner will guide you through the process.

Flywire is an equal opportunity employer with over 40 nationalities across 12 offices. Diversity, gender equality, and inclusion are at the core of our people agenda and FlyMates are our greatest asset.

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