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Flywire is seeking a Senior Team Lead for Payment Experience in Bengaluru to lead a regional team supporting complex payment inquiries and driving operational excellence. This is not a typical support role—you will serve as the first point of contact for payers, equipped with deep knowledge of Flywire's payment capabilities and core business. You will troubleshoot complex issues across phone, chat, and email while managing a team of Payment Experience Associates and Specialists.
Key Responsibilities:
- Provide solutions to complex payer issues with speed, professionalism, and empathy across multiple channels
- Serve as the escalation point and content expert for Flywire payment offerings and products
- Act as the voice of payers within the organization, using data and context to highlight optimization opportunities
- Champion high-quality customer interactions by setting standards, ensuring adherence to best practices, and solving difficult requests
- Collaborate with Client & Payment Experience Managers to design regional team direction aligned with global strategy
- Drive regional Payment Experience Team operations, manage daily schedules, training, and quality reviews
- Manage and mentor a team of specialized professionals, providing coaching, performance feedback, and fostering a collaborative culture
- Serve as the main regional representative, maintaining connections with regional and global stakeholders for launches and training initiatives
- Proactively optimize processes, drive efficiency, and scale manual work using data analysis
You will work in a fast-paced, global environment with international communication as a daily requirement. Resilience, curiosity, cultural awareness, and empathy are essential. You will liaise closely with Client & Payment Experience Managers, other regional team leads, the Central Service team, and departments across the organization.
Requirements:
- 3+ years of team supervision/management experience with at least 6 years in a customer support-facing role
- Strong people management skills
- Excellent written and verbal English language skills (additional languages a plus)
- Ability to solve difficult customer requests with professionalism and empathy
- Comfortable multitasking and working under intense pace and high pressure
- Proactive, ambitious learner who adapts quickly to changing requirements
- Desire to develop leadership skills and drive team success
- Self-motivated and self-disciplined with strong ownership and accountability
- Great attention to detail with proactive problem-solving
- Strong analytical skills to prioritize high-impact tasks using data
- Excellent interpersonal and communication skills with ability to adapt to different audiences
- Ability to work flexible schedules
- Familiarity with Microsoft Office suite and CRM software
- Customer service experience required
- Payment-related experience (banking, forex) preferred
- International experience preferred
Technologies: Zendesk, Google Workspace, banking and partner back offices, Looker.
