SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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.) for a global customer base.
In this role, you will develop a substantial understanding of Flywire's products, services, and policies to provide accurate, efficient, and personalized solutions. You will address complex customer questions and concerns with speed, professionalism, and empathy, serving as a brand ambassador. Key responsibilities include conducting proactive payer outreach to support booking completion or issue resolution, solving complex payment problems using various software tools in collaboration with team members and other departments, and conducting daily follow-up on previously unresolved requests. You will handle escalations from Associate I level staff, collect feedback to identify payment issues and payer trends, and escalate insights to senior members. Additional duties include staying updated on new product features and company policies, supporting the training of new team members, and demonstrating flexibility as the company grows and evolves.
This role offers a strong foundation to build a career within Flywire. You will work in a fast-paced, goal-oriented environment where growth and change are the norm. Success requires resilience, curiosity, cultural awareness, and empathy, as your day-to-day work involves communicating internationally with diverse customer bases.
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, 12–8pm EST (to align 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 culturally aware communication style
- Strong written and verbal communication skills, confident engagement across all contact channels, and accurate documentation of customer interactions
- Proficiency in using positive language to de-escalate potential 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, exercise judgment in resolving issues, and make informed recommendations
- Ability to anticipate common customer issues and proactively offer tailored suggestions
- Ability to collect and report customer feedback, identifying recurring themes and issues
- Emerging leadership skills with ability to mentor less experienced associates and share knowledge
- Ability to work independently while offering guidance to peers
