Full-Time Payment Experience Associate II

The Opportunity: We, at Flywire, are seeking a Payment Experience Associate II. 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 be the first person customers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm.

A Payment Experience Associate is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries.

You're highly skilled at uncovering customers' needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally.

The role offers a strong base to build a career within Flywire. You will Develop a substantial understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users. Address complex customers' 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 payer 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.

Handle escalations from Associate I, ensuring customer satisfaction.

Collect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members.

Stay updated on new product features, updates, and company policies to provide accurate and current information to customers.

Be inspired to take initiative in new projects that contribute to the greater success of the business.

Support in training new team members as needed and guide Associate I in best practices.

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 customer needs and company goals with a positive and proactive attitude.

Have fun while working hard with a goal-oriented team.

Here's What We're Looking For:

• General Business proficiency in English.
• 3 years of experience in customer support, a background in banking or payments is a plus.
• Communication Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
• Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions.
• Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions.
• Knowledge & Application Demonstrates ability to train and gain substantial understanding of Flywire products and payment methods, applying knowledge and skills to handle a broad range of tasks.
• Possesses knowledge of more complex customer scenarios and a wider array of solutions, with an understanding of customer feedback mechanisms and their role in service improvement.
• Problem Solving Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
• Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation.
• Data Analysis Collects and reports customer feedback, identifying recurring themes and issues.
• Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery.
• Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends.
• Projects Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support.
• Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge.
• Demonstrates the ability to work independently while offering guidance to peers when necessary.
• Assists in the training and support of newer team members as needed.

Technologies We Use: Zendesk, Google Workspace, Banking and partner back offices, Looker.

What We Offer: Competitive compensation, including Restricted Stock Units, Employee Stock Purchase Plan (ESPP), Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams), Work with brilliant people...

What is the last date for applying to the job?

Which countries are accepted for this remote job?