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Flywire is seeking a Payment Experience Associate I to serve as a first point of contact for customers navigating the company's global payments platform. This is not a traditional support role—you will be equipped with broad knowledge of Flywire's core business capabilities and will troubleshoot complex payment inquiries across multiple channels (phone, chat, email, WeChat, WhatsApp, and others).
In this role, you will:
- Develop thorough understanding of Flywire's products, services, and policies to provide accurate, efficient, and personalized solutions
- Handle customer questions and concerns across all contact channels with speed, professionalism, and empathy
- Conduct proactive payer outreach to support booking completion and issue resolution
- Solve complex payment problems using various software tools while collaborating with team members and other departments
- Perform daily follow-up on previously unresolved requests
- Collect and escalate customer feedback and payer trends to senior team members
- Stay updated on new product features, updates, and company policies
- Take initiative on projects that contribute to business success
- Adapt flexibly to changes in job responsibilities, processes, and procedures as the company grows
- Work with a goal-oriented, global team in a fast-paced environment
Flywire is a global payments enablement and software company supporting over 5,300 clients across education, healthcare, travel, and B2B industries. The company operates in 15 offices worldwide with 1,400+ employees representing 40+ nationalities, processing payments across 240 countries and territories in 140+ currencies.
Requirements:
- Business proficiency in English and Korean to support Korean and English-speaking markets
- 2 years of experience in customer support (background in banking or payments is a plus)
- Strong work ethic focused on learning and effectively performing assigned tasks
- Strong written and verbal communication skills, confident engaging across all contact channels
- Experience communicating with a global customer base and/or empathetic, culturally-aware communication style
- Efficient communication with internal teams and demonstrated global collaboration
- Foundational understanding of company products, services, and support processes
- Capable of addressing straightforward and routine customer issues using established guidelines and SOPs
- Ability to maintain up-to-date knowledge of products and services
- Familiarity with standard operating procedures and basic troubleshooting techniques
- Proactive approach to escalating complex issues to higher support levels with active listening skills
- Responsibility for basic data entry and reporting tasks with accurate documentation
- Proficiency with Zendesk, Google Workspace, banking and partner back offices, and Looker
