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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 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 expert-level support for complex payer inquiries with speed, professionalism, and empathy
- Serving as the escalation point and content expert for the regional team
- Acting as the voice of payers within Flywire, escalating insights to the Client & Payment Experience (CPE) Team using data and context to identify optimization opportunities
- Collaborating with CPE Managers to design regional team direction, proactively optimizing processes and driving efficiency through data analysis
- Managing team daily operations, project execution, and supporting team members in reaching goals and personal development
- Handling administrative tasks including scheduling for live contact support, weekly updates, training, and quality reviews
- Serving as the main regional representative for the Payment Experience Team, maintaining connections with regional CPE teams and stakeholders for new 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 close liaison with Client & Payment Experience Managers, other regional team leads, the Central Service team, and departments across Flywire.
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 with sensitivity to issues and proactive problem-solving
- Strong analytical skills to use data and judgment for prioritization
- Excellent interpersonal and communication skills with ability 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 company) preferred
- International experience preferred
