Global Payment Experience Specialist (Spanish/Portuguese)

Flywire; Boston; On-site; PHP 2,462,000 - 3,200,000; Full time

Job summary

Flywire is a global payments enablement company seeking a Payment Experience Associate to guide payers through the payment process. You will be the first point of contact, addressing inquiries by phone, chat, email, or other channels with empathy and efficiency, while collaborating with multiple departments to resolve issues.

Based in Boston, you will help build a positive payment experience for clients worldwide, maintain up-to-date product knowledge, and contribute to a growing, diverse team

Qualifications

• 3 years of experience in customer support.
• Background in banking or payments is a plus.
• Ability to work business hours aligned with the US Pacific Time zone.
• Strong preference for candidates located in Boston.

Responsibilities

• Develop a substantial understanding of Flywire's products, services and policies to provide accurate, efficient solutions to users.
• Address complex customer questions and concerns by phone, chat, email or other channels with speed, professionalism and empathy.
• Carry out proactive payer outreach to support bookings or issue resolution.
• Solve complex payment problems using different software tools and collaborating with team members.
• Conduct daily follow-ups with unresolved requests.
• Handle escalations and ensure customer satisfaction.
• Collect feedback to identify payer trends and communicate insights to leadership.
• Stay updated on new product features and company policies to provide current information.
• Assist in training new team members and share best practices.
• Be flexible to changes in responsibilities as the company grows.

Skills

English

Spanish/Portuguese

Job description

Flywire is a global payments enablement company seeking a Payment Experience Associate to guide payers through the payment process. You will be the first point of contact, addressing inquiries by phone, chat, email, or other channels with empathy and efficiency, while collaborating with multiple departments to resolve issues.

Based in Boston, you will help build a positive payment experience for clients worldwide, maintain up-to-date product knowledge, and contribute to a growing, diverse team