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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 Chicago. This is a management role leading a regional customer support team focused on payment experience and payer support.
In this role, you will manage the daily operations of the regional Payment Experience Team, including scheduling, training, quality reviews, and team development. You'll serve as the primary escalation point for Payment Experience Associates and Specialists, providing expert guidance on Flywire's payment offerings and products. Your responsibilities include supporting complex payer inquiries via phone, chat, and email with speed and empathy; acting as the voice of payers within the organization by escalating insights and identifying optimization opportunities using data; collaborating with Client & Payment Experience Managers to design regional team strategy aligned with global direction; and driving efficiency improvements through process optimization and automation of manual work.
You will also represent the regional Payment Experience Team to other regional stakeholders, coordinate new launches and training materials, and track the impact of changes. The role requires close liaison with Client & Payment Experience Managers, other regional team leads, the Central Service team, and cross-functional departments in a fast-paced, globally distributed environment.
Key traits for success include resilience, curiosity, cultural awareness, empathy, and strong written and verbal communication skills. You'll work with international teams daily and need to adapt your communication style to different audiences.
Technologies used include Zendesk, Google Workspace, banking and partner back offices, and Looker.
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) a plus
- Customer-oriented mindset with ability to listen, understand, and solve difficult customer requests with professionalism and empathy
- Comfortable multitasking and working under intense pace and high pressure
- Proactive and ambitious learner who quickly adapts 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; able 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
