Global Payment Experience Lead | Build & Scale Teams

Flywire; Massachusetts; On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

ESPP

Global induction program

Wellbeing programs

FlyBetter Days - time off to volunteer

Development programs

Job summary

Flywire is seeking a Payment Experience Team Lead in the Americas. As the first contact point, you will troubleshoot payer issues, provide expert knowledge of Flywire payment offerings, and lead the regional team to deliver a seamless payer experience across functions.

The role requires resilience, curiosity, cultural awareness, and excellent written and verbal communication. You will work with Client & Payment Experience Managers and other regional leads to drive improvements and ensure

Qualifications

• 4+ years in customer support, with experience informally leading or mentoring teammates.
• Excellent written and verbal English language skills; additional languages a plus.
• Customer oriented mindset with ability to listen, understand and solve difficult customer requests.
• Comfortable with multi-tasking; able to work under intense pace and high pressure.
• Proactive learner, able to adapt to fast-changing requirements and update materials.

Responsibilities

• Provide solutions to complex payer issues by phone, chat, and email with speed and empathy.
• Serve as escalation point for teammates and as a content expert for Flywire payment offerings.
• Represent payers within the organization, using data to identify areas for improvement.
• Collaborate with managers to design regional team directions and optimize processes.
• Manage daily team operations, projects, schedules, training, and quality reviews.
• Act as regional liaison with other teams and stakeholders for launches and training material.

Skills

Customer support leadership

English proficiency

Communication skills

Data analysis

Problem solving

Multitasking under pressure

Tools

Zendesk

CRM software

Looker

Google Workspace

Microsoft Office

Job description

Flywire is seeking a Payment Experience Team Lead in the Americas. As the first contact point, you will troubleshoot payer issues, provide expert knowledge of Flywire payment offerings, and lead the regional team to deliver a seamless payer experience across functions.

The role requires resilience, curiosity, cultural awareness, and excellent written and verbal communication. You will work with Client & Payment Experience Managers and other regional leads to drive improvements and ensure