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Salary: USD 40,000 - 54,000 / annual
Flywire is seeking a Payment Experience Associate to serve as a first point of contact for customers navigating complex international payment processes. This is not a typical support role—you will be equipped with broad knowledge of Flywire's core business capabilities and will troubleshoot payment issues across the company's global platform, which supports over 5,300 clients across education, healthcare, travel, and B2B industries.
In this role, you will:
- Develop substantial understanding of Flywire's products, services, and policies to provide accurate, efficient, and personalized solutions
- Address complex customer questions and concerns via phone, chat, email, and other 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 and collaborating with team members across departments
- Perform daily follow-up on previously unresolved requests
- Handle escalations from Associate I level staff, ensuring customer satisfaction
- Collect and analyze customer feedback to identify payment issues and payer trends, escalating insights to senior leadership
- Stay updated on new product features, updates, and company policies
- Support training of new team members and guide Associate I staff in best practices
- Demonstrate flexibility and adaptability as the company grows and evolves
You will work Monday-Friday, 12-8pm EST (aligned with US Pacific Time), with flexibility for weekends and public holidays when business needs require.
REQUIREMENTS:
- Business proficiency in English AND either Spanish or Portuguese (required)
- 3 years of experience in customer support (background in banking or payments is a plus)
- Ability to work Monday-Friday 12-8pm EST with flexibility for weekends and public holidays
- Experience communicating with a global customer base; empathetic and culturally aware communication style
- Strong written and verbal communication skills across all contact channels (phone, chat, email, WeChat, WhatsApp, etc.)
- Proficiency in using positive language to de-escalate conflicts
- Ability to learn and apply knowledge of Flywire products and payment methods
- Understanding of complex customer scenarios and solution arrays
- Ability to handle assignments of moderate difficulty and exercise judgment in resolving issues
- Capacity to anticipate common customer issues and proactively offer tailored suggestions
- Ability to collect, analyze, and report customer feedback identifying recurring themes
- Emerging leadership skills with ability to mentor less experienced associates
- Ability to work independently while offering guidance to peers
