Full-Time Payment Experience Associate I

As the first point of contact for our payers, you’ll be equipped with deep knowledge of our products and services, the backing of a global team, and the freedom to solve complex payment challenges. You’ll guide customers through their payment journey, uncovering their needs and delivering solutions that leave a lasting positive impression.

• Become an expert on Flywire’s products, services, and policies to deliver accurate, personalised solutions.
• Support payers across phone, chat, email, and messaging apps — always with speed, empathy, and professionalism.
• Carry out proactive outreach to help payers complete their booking or resolve issues.
• Troubleshoot complex payment problems using multiple tools, collaborating with colleagues across departments.
• Follow up on unresolved requests to ensure swift resolution.
• Act as the voice of the payer — sharing insights and trends with senior team members.
• Stay up to date on product updates, features, and policies.
• Take initiative on new projects and contribute to the team’s success.
• Embrace change and growth with a positive, proactive mindset.

• Business proficiency in English and either French or Portuguese.
• 2+ years’ experience in customer support (banking or payments background a strong plus).
• Strong work ethic, with a passion for learning and taking on new challenges.
• Excellent written and verbal skills across all channels (phone, chat, email, WhatsApp, WeChat, etc.).
• Confident working with a global customer base and culturally aware in your approach.
• Skilled at using troubleshooting techniques and guidelines to resolve frontline issues.

• Zendesk
• Google Workspace
• Banking & partner back offices
• Looker

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