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Company Description

Are you ready to trade your job for a journey? Become a FlyMate!

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:

Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,000 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 950+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

We, at Flywire, are seeking a Client Experience Specialist. In this role, you will provide support to our clients across a number of products and services. This support will be delivered through 1:1 inbound inquiries through phone, email, and chat with a focus on root cause analysis and client education. You will also serve as an escalation point for payer inquiries when client awareness and/or involvement is required. The working hours for this role are 9:00am - 5:00pm PDT.

Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers, Payment Operations, and Customer Support. Through collaboration you will provide top-notch service to Flywire’s clients resolving their daily inquiries and optimizing their (and their payer’s) usage of Flywire products.

• Develop an advanced understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Provide solutions to 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 client 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.
• Serve as an escalation point for the Associate group. Manage escalations within the CPE internal, external teams and Level 1. Tailors communication strategies for different customer segments and situations.
• Collect and analyze all kinds of abnormalities and problems in the process of support, payment process; constantly improve and optimize the workflow, standards and management requirements in all stages of the payment process. Anticipate potential customer challenges and proactively suggest solutions.
• Stay updated on new product features, updates, and company policies to provide accurate and current information to customers.
• Conduct and coordinate onboarding training and refresher training. Share insights and information with the team to improve overall service quality.
• Take on an informal leadership role within the team, guiding and supporting colleagues in their daily tasks. Responsible for managing specific projects or initiatives, ensuring they align with team goals.
• Contribute to the CPE function identifying areas for internal and external optimisation based on data analysis & feedback, such as content, workflow, and proactively come up with suggestions. Support the regional & global leaders as needed with project-related tasks.
• Work with the seniors, leaders and relevant stakeholders to coordinate responses in the event of system down-time / issues.
• Assist with regular administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, meeting preparation, weekly updates & training, or other ad hoc tasks depending on team and regional needs.
• Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.

Qualifications

Here’s What We’re Looking For:

General

• Business proficiency in English and Spanish, Portuguese a plus.
• 5 years of experience in customer support, a background in banking or payments is a plus.
• Experience working as a skilled specialist, completing tasks in resourceful and effective ways.
• Willingness to work flexible working hours, including some holidays.

Communication

• 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.
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
• Handles escalated customer interactions with professionalism and empathy.
• Leads communication efforts for complex cases, including customer complaints and high-priority issues.
• Tailors communication strategies to suit different customer segments and situations, ensuring effective resolution and collaboration.

Knowledge and Application

• Serves as a subject matter expert and go-to person within the assigned support scope, including products, services, or specific markets.

Problem Solving

• Serves as the primary escalation point for the Associate group, managing escalations within CPE internal teams, external teams, and Level 1 support.
• Collects and analyzes issues and abnormalities within the support and payment processes, continuously working to improve and optimize workflows, standards, and management requirements throughout all stages of the payment process.
• Handles assignments that require significant judgment and initiative. Understands the broader implications of work and makes well-considered recommendations for solutions.
• Engages with both internal and external stakeholders to resolve complex customer issues and collaborate on initiatives, adapting communication style to achieve successful outcomes.

Data Analytics

• Demonstrates the ability to navigate ambiguity in new assignments, selecting appropriate methods and procedures. Identifies opportunities for process improvements and leads initiatives to implement them.
• Utilizes intermediate data analysis techniques to evaluate customer support metrics and trends, using insights to propose improvements to senior management or relevant teams, enhancing customer service and product quality.

Projects

• Project management skills, managing smaller initiatives by coordinating team efforts and ensuring deadlines are met for assigned project components.
• Experiencing delivering onboarding and refresher training sessions.
• Demonstrated leadership within the team, guiding and supporting colleagues in their daily tasks.

Technologies We Use:

• Zendesk
• Google Suite
• Looker

Additional Information

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.