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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 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 escalation point for Payment Experience Associates and Specialists. You will provide solutions to complex payment-related issues for payers via phone, chat, and email, acting as a content expert on Flywire's payment offerings and products.
Key responsibilities include:
- Providing solutions to complex issues 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
- Working with Client & Payment Experience Managers to design regional team direction and optimize processes
- Managing team daily operations, project execution, and supporting team members in reaching goals and personal development
- Handling administrative tasks including scheduling, weekly updates, training, and quality reviews
- Serving as the main regional representative for the Payment Experience Team, coordinating with regional stakeholders on launches and training
- Liaising closely with Client & Payment Experience Managers, other regional team leads, and central service teams in a fast-paced environment
You will be the first point of contact at Flywire, equipped with broad knowledge of core business capabilities. The role requires strong written and verbal communication skills, cultural awareness, empathy, and resilience. You will communicate internationally on a daily basis and work in an environment where growth and change are constant.
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 customer requests with professionalism and empathy
- Comfortable multitasking and working under intense pace and high pressure
- Proactive and ambitious learner, able to quickly adapt to fast-changing requirements and remain 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 to prioritize high-impact tasks
- Excellent interpersonal and communication skills; able to adapt communication style to different audiences
- Ability to work on a flexible schedule
- Familiarity with Microsoft Office suite and CRM software
- Customer service experience
- Payment-related experience (banking, forex) preferred
- International experience preferred
