Global Payment Experience Specialist - Spanish/Portuguese

Flywire; Massachusetts; On-site; USD 40,000 - 52,000; Full time

Job summary

Flywire is seeking a Payment Experience Associate to be the first point of contact for customers, guiding them through payment processes and collaborating with multiple departments. You will troubleshoot issues across channels with a customer-first mindset and rapidly adapt to changing workflows.

Ideal candidates have strong English and Spanish or Portuguese skills, 3+ years in support (banking/payments a plus), and ability to work US Pacific Time hours, with a preference for those in Boston.

Qualifications

• English and Spanish or Portuguese proficiency required.
• 3+ years in customer support; payments background a plus.
• Must align with US Pacific Time business hours.
• Preference for Boston, MA residents.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Provide accurate, efficient, personalized solutions by understanding Flywire products.
• Respond to complex questions via phone, chat, email with empathy.
• Proactively outreach to support bookings or resolve issues.
• Resolve payment problems using multiple tools and cross-department collaboration.
• Follow up on unresolved requests daily.
• Handle escalations to ensure customer satisfaction.
• Capture feedback to identify payer trends and inform leadership.
• Stay updated on product features and policies to assist customers.
• Support in training new team members as needed.

Skills

English

Spanish or Portuguese

Customer support

US Pacific Time

Boston preferred

Flexible hours

Phone/Chat/Email

Job description

Flywire is seeking a Payment Experience Associate to be the first point of contact for customers, guiding them through payment processes and collaborating with multiple departments. You will troubleshoot issues across channels with a customer-first mindset and rapidly adapt to changing workflows.

Ideal candidates have strong English and Spanish or Portuguese skills, 3+ years in support (banking/payments a plus), and ability to work US Pacific Time hours, with a preference for those in Boston.