Flywire

Flywire

Team Lead, Payment Experience, Americas (Customer Support)

Boston, MA, United States · Full-time

Sponsorship not specified$55k-$65kDetected 13 days ago
Data AnalysisData VisualizationCRMRecruitingCustomer SupportZendeskLeadershipCommunicationCollaborationMentoringMicrosoft Office

About the role

  • Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally.
  • You will be primarily responsible for supporting payer enquiries, serving as a content expert for Flywire payment offerings and products.
  • Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy

Responsibilities

  • Payment Experience roles at Flywire are not your typical 'support' roles.
  • In addition to this, you will also drive forward the regional Payment Experience Team and be both the key escalation point for Payment Experience Associates & Specialists and the key voice for payment experience.
  • You will also support the regional & global Client & Payment Experience function through project work as necessary.
  • Drive forward the regional Payment Experience Team, manage the team's daily operations and projects execution, support team members in reaching the team goals and in their personal development
  • Handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review
  • 4+ years in customer support, with experience informally leading or mentoring teammates
  • Your Talent Acquisition Partner will walk you through the steps and be your "go-to" person for questions.

Requirements

  • Familiarity with Microsoft Office suite and CRM software

Nice to have

  • Excellent written and verbal English language skills, additional language (eg.
  • French, Portuguese) is a plus

Skills

  • Zendesk
  • Google Workspace
  • Banking and partner back offices
  • Looker
  • Strong analytical skill, able to use data / best judgement to prioritize tasks that have the most value-add impact

Compensation

  • $55k-$65k

Benefits

  • Employee Stock Purchase Plan (ESPP)
  • Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
  • Competitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!
  • The US base salary range for this full-time position is $55,000-$65,000 plus bonus and benefits.
  • Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training.

Company info

  • Flywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments in higher education.
  • We've since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.
  • Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.
  • With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we're looking for FlyMates to join the next stage of our journey as we continue to grow.
  • The Opportunity:
  • We, at Flywire, are seeking a Payment Experience Team Lead in the Americas.
  • 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 liaise closely with Client & Payment Experience Managers, other regional team leads, Central Service team and all departments in a fast-paced environment where growth and change are the norm.
  • Strong written and verbal communication skills are also required.
  • A Payment Experience Team Lead should support the Client & Payment Experience Managers in leading the regional Payment Experience Team, providing feedback on team training needs, regional teammates development plans, payer experience improvements plus anything else that would ultimately help our payers through a 'frictionless' experience.
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This listing is sourced directly from Flywire's careers page and normalized into a canonical job model.