Senior Client Experience Associate, Flywire
$50-58k
+ Restricted Stock Units + Employee Stock Purchase Plan
Global payments processing
Job no longer available
Global payments processing
1001+ employees
Job no longer available
$50-58k
+ Restricted Stock Units + Employee Stock Purchase Plan
1001+ employees
Company mission
To improve the payment experience for everyone.
Role
Who you are
- Fluency in English (Spanish preferred but not required)
- 2 years of experience in customer support, a background in banking or payments is a plus
- Ability to specialize in one or more subject matter areas
- Willingness to work flexible working hours and occasional holidays, 40 working hours per week
- Demonstrates strong communication skills to resolve issues and maintain customer satisfaction
- Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style
- Handles escalated customer interactions with professionalism and empathy
- Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, and email) and accurately documenting customer interactions and follow-up actions
- Possesses skills to learn advanced knowledge of the company’s offerings and customer support strategies, with a strong understanding of cross-functional processes and their impact on client support
- In-depth familiarity with customer needs, pain points, and common feedback
What the job involves
- We, at Flywire, are seeking a full-time Senior Client Experience Associate to fortify our coverage for our clients in the Pacific time zone. In this role, you will provide support to our clients across a number of products and services
- This support will be delivered through 1:1 inbound inquiries through phone, email, and chat with a focus on root cause analysis and client education
- Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers, payment operations, and Payment Experience (customer support). Through collaboration you will provide top-notch service to Flywire’s clients resolving their daily inquiries and optimizing their (and their payer’s) usage of Flywire products
- Develop an advanced understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users
- Address complex client questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire
- Carry out proactive client outreach, as needed, to support the completion of a booking or the resolution of an issue
- Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments
- Conduct daily follow-up with previously unresolved requests
- Collect feedback to better understand client trends - be the voice of the client within Flywire escalating insight to the senior members. Anticipate potential client challenges and proactively suggest solutions
- Stay updated on new product features, updates, and company policies to provide accurate and current information to clients
- Be inspired to take initiative in new projects that contribute to the greater success of the business
- Support in training new team members or cross team training as needed
- Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves
- Take on new responsibilities and adapt to shifts in clients needs and company goals with a positive and proactive attitude
- Have fun while working hard with a goal-oriented team
- Utilizes advanced knowledge to resolve complex customer issues and contribute to process improvements
- Manages complex customer issues involving multiple factors, requiring creative problem-solving
- Analyzes situations to identify root causes and collaborates with Specialists, Senior Specialists, Team Lead and other departments (e.g., tech support) to ensure proper resolution
- Proactively identifies potential issues before they escalate, addressing them accordingly. Recommends process and communication improvements based on experience and customer feedback
- Actively contributes detailed insights to stakeholders regarding customer feedback, recurring issues, and emerging trends
- Exhibits basic project management abilities, including managing small, well-defined tasks or mini-projects. Responsible for tracking progress on assigned tasks and reporting updates to project leads
- Analyzes complex data sets to identify patterns and insights, creating basic reports that inform decision-making
- Takes an active role in mentoring and training junior team members
- Assists in the training and support of newer team members as needed
- Technologies We Use: Zendesk, Google Suite, 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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