About this role
The Opportunity:
We, at Flywire, are seeking a Payment Experience Team Lead in the Americas.
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 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. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. Strong written and verbal communication skills are also required.
You will be primarily responsible for supporting payer enquiries, serving as a content expert for Flywire payment offerings and products. 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. 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. You will also support the regional & global Client & Payment Experience function through project work as necessary.
You will
Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathyBe the escalation point for teammates, serving as a content expert for Flywire payment offerings and productsBe the voice of payers within Flywire escalating insight within the Client & Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisationWork with the CPE Managers to design the regional Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysisDrive 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 developmentHandle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality reviewBe the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change Here's what we're looking for:
1-2 years in customer support, with experience informally leading or mentoring teammatesExcellent written and verbal English language skills, additional language (eg. French, Portuguese) is a plus Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathyComfortable with multi-tasking; able to work under intense pace and high pressureProactive and ambitious learner, able to quickly adapt to the fast changing requirements, remain organized through lots of change and updated materialsThe desire to develop leadership skills, to drive a team’s success and support teammates within the role’s scope, being comfortable and composed when either giving or receiving feedbackSelf motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)Great attention to details, sensitive to issues or potential issues and proactively seek for solutionsStrong analytical skill, able to use data / best judgement to prioritize tasks that have the most value-add impact Excellent interpersonal and communication skills to enable effective interaction and collaboration within the team and key business stakeholders. Able to adapt the communication style to different audiences.Ability to work on a flexible scheduleFamiliarity with Microsoft Office suite and CRM softwareCustomer service experiencePayment related experience (banking, forex company)International experience (preferred)Technologies We Use:
Zendesk Google Workspace Banking and partner back offices Looker What We Offer:
Competitive compensationEmployee Stock Purchase Plan (ESPP)Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social mediaDynamic & Global Team (we have been collaborating virtually for years!)Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMatesCompetitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
Submit today and get started!
We are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager and other Flymates. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for questions.
Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race, color, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law.
The US base salary range for this full-time position is $55,000-$65,000, plus an annual performance bonus, equity and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training.
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