Team Lead, Payment Experience, Americas (Customer Support)

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

Are you ready to trade your job for a journey? Become a FlyMate!

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:

Flywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

The Opportunity:

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.

You will

• 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

Here’s what we’re looking for:

• 4+ years in customer support, with experience informally leading or mentoring teammates


• Excellent written and verbal English language skills, additional language (eg. French, Portuguese) is a plus


• Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathy


• 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


• 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


• Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)


• Great attention to details, sensitive to issues or potential issues and proactively seek for solutions


• Strong analytical skill, able to use data / best judgement to prioritize tasks that have the most value-add impact


• 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.


• Ability to work on a flexible schedule


• Familiarity with Microsoft Office suite and CRM software


• Customer service experience


• Payment related experience (banking, forex company)


• International experience (preferred)

Technologies We Use:

• Zendesk


• Google Workspace


• Banking and partner back offices


• Looker

What We Offer:

• Competitive compensation


• Employee Stock Purchase Plan (ESPP)


• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)


• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media


• Dynamic & Global Team (we have been collaborating virtually for years!)


• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates


• Competitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!


• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager and other Flymates. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for questions.

Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race, color, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law.

The US base salary range for this full-time position is $55,000-$65,000 plus bonus and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training.