Payment Experience Associate II - Remote

Overview

Flywire is seeking a Payment Experience Associate II to guide customers through their payment process, addressing complex inquiries with professionalism and empathy.

In Short

• Act as the first point of contact for customers at Flywire.
• Provide solutions to complex payment problems.
• Communicate with customers via phone, chat, and email.
• Conduct proactive outreach to support bookings and issue resolutions.
• Handle escalations from Associate I and ensure customer satisfaction.
• Collect feedback to identify payment issues and trends.
• Stay updated on product features and company policies.
• Support training for new team members and guide peers.
• Adapt to changes in job responsibilities and customer needs.
• Work collaboratively in a team-oriented environment.

Requirements

• 3 years of customer support experience, banking or payments background is a plus.
• Business proficiency in English.
• Strong written and verbal communication skills.
• Experience with diverse customer interactions.
• Ability to train and understand Flywire products.
• Problem-solving skills to handle moderate difficulty assignments.
• Data analysis skills for reporting customer feedback.
• Emerging leadership skills to mentor peers.

Benefits

• Competitive compensation with Restricted Stock Units.
• Employee Stock Purchase Plan (ESPP).
• Global Induction Program for new hires.
• Wellbeing Programs including mental health and fitness classes.
• Competitive time off including volunteer days.
• Talent and Development Programs for career growth.