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Salary: USD 55,000 - 65,000 / annual
Flywire is seeking a Payment Experience Team Lead for the Americas region, based in Boston. This is a hybrid management role leading a regional customer support team focused on payment experience.
In this role, you will manage the daily operations of the regional Payment Experience Team, serving as the primary escalation point for Payment Experience Associates and Specialists. You will be responsible for supporting complex payer inquiries across phone, chat, and email channels, acting as a content expert on Flywire's payment offerings and products.
Key responsibilities include:
- Providing solutions to complex issues for payers with speed, professionalism, and empathy
- Serving as the escalation point and content expert for teammates on Flywire payment offerings
- Acting as the voice of payers within the organization, escalating insights and using data to highlight optimization opportunities
- Collaborating with Client & Payment Experience Managers to design regional team direction and proactively optimize processes
- Managing team daily operations, project execution, and supporting team members' development and goal achievement
- Handling administrative tasks including scheduling, weekly updates, training, and quality reviews
- Serving as the main regional representative, maintaining connections with regional stakeholders for launches and training material preparation
You will work in a fast-paced, globally distributed environment with international communication as a core part of the role. The position requires liaising closely with Client & Payment Experience Managers, other regional team leads, and central service teams across departments.
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 over 1,400 employees representing 40+ nationalities.
Requirements:
- 1-2 years in customer support with experience informally leading or mentoring teammates
- Excellent written and verbal English language skills; additional languages (French, Portuguese) preferred
- Customer-oriented mindset with ability to listen, understand, and solve difficult requests with professionalism and empathy
- Comfortable multitasking and working under intense pace and high pressure
- Proactive, ambitious learner who adapts quickly to changing requirements and stays organized
- Desire to develop leadership skills and drive team success; comfortable giving and receiving feedback
- Self-motivated and self-disciplined with strong ownership and accountability
- Great attention to detail; sensitive to issues and proactively seeks solutions
- Strong analytical skills to use data and judgment for prioritization
- Excellent interpersonal and communication skills; ability to adapt communication style to different audiences
- Ability to work flexible schedules
- Familiarity with Microsoft Office suite and CRM software
- Customer service experience
- Payment-related experience (banking, forex) preferred
- International experience preferred
