Payment Experience Lead, Americas

Flywire

Boston (MA)

On-site

USD 90,000 - 130,000

Full time

6 days ago

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Job summary

Flywire is seeking a Payment Experience Team Lead for the Americas to act as the first point of contact, resolving payer inquiries with speed and empathy. You will guide the regional team, coordinate with CPE Managers, and influence payer experience improvements through data-driven insights.

You will liaise with regional teams and other departments in a fast-paced environment, leveraging your leadership skills to develop teammates and ensure a frictionless payer journey across Flywire’s

Qualifications

Excellent written and verbal English language skills.
Strong analytical skills with data-driven mindset.
Proven ability to lead or mentor teammates in a customer-support context.
Self-motivated, self-disciplined, and ownership-driven.
Ability to adapt communication style to diverse audiences.

Responsibilities

Support payer inquiries via phone, chat, and email with professionalism and empathy.
Serve as a content expert for Flywire payment offerings and products.
Escalate and resolve complex payer issues as the regional lead.
Lead regional Payment Experience Team and coordinate with Clients & Payment Experience Managers.
Collaborate with regional and global stakeholders to implement payer experience improvements.
Design and execute team training, scheduling, and quality reviews.