Lead, Payment Experience Team — Hybrid Role

SmartRecruiters, Inc.; Chicago (IL); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

ESPP

Induction program

Wellbeing programs

Volunteer days

Development programs

Job summary

Flywire seeks a Payment Experience Team Lead in the Americas to steer the regional team, resolve payer inquiries, and champion a frictionless payer journey. You will liaise with regional Managers, cross-functional partners, and global teams to implement process improvements and training initiatives.

The role emphasizes strong communication, leadership potential, and a proactive approach to optimize payer experience while collaborating across international teams.

Qualifications

• 1-2 years in customer support with informal leadership/mentoring
• Excellent written and verbal English; additional language skills a plus
• Customer oriented mindset with empathy and problem-solving
• Able to multitask under tight deadlines and pressure
• Willingness to develop leadership capabilities and mentor teammates
• Strong communication and collaboration across global teams

Responsibilities

• Provide solutions to payer issues by phone, chat, and email with speed and empathy
• Act as escalation point and content expert for Flywire payment offerings
• Represent payers' perspective to inform improvements within Client & Payment Experience
• Collaborate with regional Managers to design team directions and optimize processes using data
• Lead the regional Payment Experience Team and manage daily operations and projects
• Create monthly schedules, training plans, and conduct quality reviews
• Coordinate with regional and global stakeholders for new launches and training material

Skills

Customer support

Leadership potential

English proficiency

Multitasking

Data analysis

CRM software

Microsoft Office

Tools

Looker

Google Workspace

CRM software

Job description

Flywire seeks a Payment Experience Team Lead in the Americas to steer the regional team, resolve payer inquiries, and champion a frictionless payer journey. You will liaise with regional Managers, cross-functional partners, and global teams to implement process improvements and training initiatives.

The role emphasizes strong communication, leadership potential, and a proactive approach to optimize payer experience while collaborating across international teams.