Full-Time Payment Experience Associate I

The Opportunity:

We are seeking a Payment Experience Associate I. Payment Experience roles are not typical 'support' roles. You will be the first point of contact, equipped with broad knowledge of Flywire's core business, to troubleshoot payer problems.

You will be the first person customers connect with to guide them through their payment process.

Liaise closely with all departments in a fast-paced environment.

Responsibilities:

• Develop a thorough understanding of company products, services, and policies to provide accurate, efficient, and personalized solutions.
• Handle customer questions and concerns via phone, chat, email, etc. with speed, professionalism, and empathy.
• Act as a brand ambassador, making a positive first impression.
• Carry out proactive payer outreach to support booking completion or issue resolution.
• Solve complex payment problems using software tools and collaborating with team members and other departments.
• Conduct daily follow-up on unresolved requests.
• Collect feedback to understand payment issues and payer trends, escalating insight to senior members.
• Stay updated on new product features, updates, and company policies to provide accurate information.
• Take initiative in new projects to contribute to business success.
• Be flexible and open to change in job responsibilities, processes, and procedures.
• Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude.
• Have fun while working hard in a goal-oriented team.

Qualifications:

• Strong English proficiency.
• 2+ years of customer support experience, banking/payments experience a plus.
• Strong work ethic focused on learning and performing assigned tasks.
• Willing to work weekends.

Communication:

• Strong written and verbal communication skills, confidently engaging with customers across all channels.
• Accurate documentation of customer interactions and follow-up actions.
• Experience communicating with a global customer base.
• Empathetic and culturally-aware communication.
• Efficient communication with internal teams.

Knowledge & Application:

• Foundational understanding of company products, services, and support processes.
• Address straightforward and routine customer issues by adhering to SOPs.
• Maintain up-to-date knowledge of products and services.

Problem Solving:

• Familiar with standard operating procedures and basic troubleshooting techniques.
• Resolve a variety of frontline customer inquiries.
• Escalate complex issues to higher levels of support.
• Utilize active listening skills to understand and respond to customer queries.

Data Analysis:

• Basic data entry and reporting tasks.
• Ensure accurate documentation and organization of data.

Technologies:

• Zendesk, Google Workspace, Banking and partner back offices, Looker

What is the last date for applying to the job?

Which countries are accepted for this remote job?