Full-Time Payment Experience Associate II

The Opportunity: We at Flywire are seeking a Payment Experience Associate II. Payment Experience roles are not typical support roles. You'll be the first point of contact, equipped with broad knowledge of Flywire's business, to troubleshoot payer problems. You'll guide customers through their payment process.

Responsibilities:

• Develop a strong understanding of products, services, and policies to provide accurate, efficient, personalized solutions.
• Address complex 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 outreach for booking completion or issue resolution.
• Solve complex payment problems using various tools and collaborating with teams.
• Conduct daily follow-up on unresolved requests.
• Handle escalations from Associate I.
• Collect feedback to understand payment issues and trends, escalating insights to senior members.
• Stay updated on product features, updates, and policies to provide current information.
• Take initiative on new projects.
• Support training of new team members and guide Associate I in best practices.
• Be flexible and adapt to changes in job responsibilities, processes, and procedures.
• Take on new responsibilities, adapt to customer needs, and company goals with a positive and proactive attitude.

Qualifications:

• General Business Proficiency: Strong English skills.
• Experience: 3+ years in customer support, banking, or payments preferred.
• Communication: Experience communicating with a global customer base or demonstrating empathetic, culturally-aware communication skills. Strong written and verbal communication; confident interaction with customers across all channels (phone, chat, email, WeChat, WhatsApp).
• Knowledge & Application: Ability to train and gain substantial understanding of Flywire products, payment methods, and complex customer scenarios, knowledge of customer feedback mechanisms.
• Problem Solving: Handles moderate difficulty assignments, and makes informed recommendations.
• Data Analysis: Collects and reports customer feedback, identifies recurring themes and issues, and provides feedback to senior members and leadership.
• Projects: Analyze customer data trends, identifying common issues, and reporting to higher-level support.
• Soft Skills: Demonstrates emerging leadership skills by mentoring, sharing knowledge, and offering guidance when necessary.

Technologies Used: Zendesk, Google Workspace, banking and partner back offices, Looker

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