Team Lead of Payment Experience (Americas, Customer Support)

Flywire; Boston (MA); On-site; USD 90,000 - 130,000; Full time

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.

Skills

Microsoft Office

CRM software

English proficiency

Analytical thinking

Team leadership

Communication

Time management

Tools

CRM software

Microsoft Office

Job description

• We, at Flywire, are seeking a Payment Experience Team Lead in the Americas
• Payment Experience roles at Flywire are not your typical ‘support’ roles
• As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire’s core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer’s problems
• As part of this role, you will liaise closely with Client & Payment Experience Managers, other regional team leads, Central Service team and all departments in a fast-paced environment where growth and change are the norm
• Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally
• Strong written and verbal communication skills are also required
• You will be primarily responsible for supporting payer enquiries, serving as a content expert for Flywire payment offerings and products
• In addition to this, you will also drive forward the regional Payment Experience Team and be both the key escalation point for Payment Experience Associates & Specialists and the key voice for payment experience
• A Payment Experience Team Lead should support the Client & Payment Experience Managers in leading the regional Payment Experience Team, providing feedback on team training needs, regional teammates development plans, payer experience improvements plus anything else that would ultimately help our payers through a ‘frictionless’ experience
• You will also support the regional & global Client & Payment Experience function through project work as necessary
• Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy
• Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products
• Be the voice of payers within Flywire escalating insight within the Client & Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisation
• Work with the CPE Managers to design the regional Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysis
• Drive forward the regional Payment Experience Team, manage the team’s daily operations and projects execution, support team members in reaching the team goals and in their personal development
• Handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review
• Be the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change

• Familiarity with Microsoft Office suite and CRM software
• Excellent written and verbal English language skills, additional language (eg. French, Portuguese) is a plus
• The desire to develop leadership skills, to drive a team’s success and support teammates within the role’s scope, being comfortable and composed when either giving or receiving feedback
• Comfortable with multi-tasking; able to work under intense pace and high pressure
• Proactive and ambitious learner, able to quickly adapt to the fast changing requirements, remain organized through lots of change and updated materials
• Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathy
• Payment related experience (banking, forex company)
• International experience (preferred)
• Strong analytical skill, able to use data / best judgement to prioritize tasks that have the most value-add impact
• Ability to work on a flexible schedule
• Great attention to details, sensitive to issues or potential issues and proactively seek for solutions
• Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)
• 1-2 years in customer support, with experience informally leading or mentoring teammates
• Customer service experience
• Excellent interpersonal and communication skills to enable effective interaction and collaboration within the team and key business stakeholders. Able to adapt the communication style to different audiences