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Salary: USD 40,000 - 52,000 / annual
Flywire is seeking a Payment Experience Associate to serve as a first point of contact for customers navigating complex 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 multiple channels (phone, chat, email, WeChat, WhatsApp, etc.) with speed, professionalism, and empathy.
In this role, you will develop a substantial understanding of Flywire's products, services, and policies to provide accurate and personalized solutions. You will address complex customer questions and concerns, conduct proactive payer outreach to support booking completion or issue resolution, and solve payment problems using various software tools while collaborating closely with team members and other departments. Daily responsibilities include follow-up on unresolved requests, handling escalations from Associate I level staff, and collecting feedback to identify payment issues and payer trends.
You will stay updated on new product features and company policies, support training of new team members, and guide Associate I staff in best practices. The role requires flexibility and openness to change as the company grows, with a positive and proactive attitude toward shifting customer needs and company goals.
Flywire is a global payments enablement and software company supporting over 5,300 clients across education, healthcare, travel, and B2B industries, with operations in 15 offices worldwide and a team of over 1,400 employees representing more than 40 nationalities.
REQUIREMENTS:
- Business proficiency in English AND either Spanish or Portuguese
- 3 years of experience in customer support (background in banking or payments is a plus)
- Ability to work Monday-Friday 11am-7pm CST (aligned with US Pacific Time zone)
- Ability to work flexible hours, including weekends and public holidays when business needs require
- Experience communicating with a global customer base and/or demonstrated empathetic and cultural-aware communication style
- Strong written and verbal communication skills, confident engagement across all contact channels
- Proficiency in using positive language to de-escalate conflicts
- Ability to train and gain substantial understanding of Flywire products and payment methods
- Knowledge of complex customer scenarios and a wider array of solutions
- Ability to handle assignments of moderate difficulty, exercising judgment in resolving issues
- Ability to anticipate common customer issues and proactively offer tailored suggestions
- Capability to collect and report customer feedback, identifying recurring themes
- Emerging leadership skills with ability to mentor less experienced associates
