Payment Experience Team Lead, Flywire
Americas, Customer Support
$55-65k
+ ESPP + Bonus
Global payments processing
Be an early applicant
Global payments processing
1001+ employees
Be an early applicant
$55-65k
+ ESPP + Bonus
1001+ employees
Company mission
To improve the payment experience for everyone.
Role
Who you are
- 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)
What the job involves
- 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
- Technologies We Use:
- Zendesk
- Google Workspace
- Banking and partner back offices
- Looker
Our take
Flywire is a digital platform that simplifies the paying experience for international transactions. Flywire leverages its vertical-specific software and payments technology to deeply embed within client's existing accounts-receivable workflows.
Flywire was first set up to help international students pay their tuition for American colleges, but has since grown into a global payments enablement and software company. It has processed billions of dollars in payments for clients across the world and secured approval for its major payment institution license, enabling it to operate domestic money transfer and cross-border money transfer services.
Flywire serves clients across education, healthcare, travel, and B2B, including several Ivy League schools, and top US hospital systems. The company appears to be focussed on growth, including by strategic acquisitions and entry into new markets, recently in the Asia Pacific and Australia, as well as further developing its channel partners ecosystem.
Steph
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2021
$60m
SERIES F
Feb 2020
$120m
SERIES E
Total funding: $323.2m
Company HQ
Downtown Crossing, Boston, MA
Leadership
Mike Massaro
(CEO)Mike joined Flywire as a VP of Business Development in 2012 before becoming CEO in 2013. Prior to this, he spent 6 years at Carrier IQ as a VP of Strategic Accounts & Corporate Development and Advisor.
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