Payment Experience Associate

Flywire

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/29/2021
  • Website: flywire.com
  • Company Address: 141 Tremont St. , 10th Floor, Boston, MA, 02111

About Flywire

Flywire is a high-growth vertical payments company trusted by organizations around the world to deliver on their customers’ most important moments. Unlike other companies, Flywire is proven to solve high-stakes vertical-specific payment and receivables problems for organizations that deliver high-value services.

Job Description

Serving as the first line of defense, our Customer Success team helps Flywire customers navigate the payments process. These FlyMates are strong communicators who find joy in solving even the most complex problems.

Are you ready to trade your job for a journey? Become a FlyMate!
Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We’ve got a leading technology platform and a global payments networked that is unrivaled. What more do we need to truly be unstoppable? Perhaps, that is you!


Who we are:

Flywire was founded in 2011 by a former international student, who experienced firsthand all the challenges of paying for college from another country—and made it his mission to solve them.

Today, Flywire has applied our next-gen payments platform combined with our proprietary global payments network and vertical software to expand and digitize the payment experience for over 2,250 education, healthcare, travel & B2B clients world-wide, processing more than $7B annually and covering more than 240 countries and territories globally. And, we’re just getting started!

With over 450 FlyMates distributed across 12 offices world-wide and representing more than 40 nationalities, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

The Opportunity:

We, at Flywire, are seeking a Payment Experience Associate!

Payment Experience roles at Flywire are not your typical ‘support’ roles. As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire's core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer’s problems.

As part of this role, you will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Payment Experience Associate is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payer inquiries. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. Strong written and verbal communication skills are also required. The role offers a strong base to build a career within Flywire.

    Handle customers' questions and concerns by phone, chat, and email with speed, professionalism and empathy

    Be a brand ambassador and make a positive first impression of Flywire

    Provide efficient and personalized solutions to Flywire users

    Carry out proactive payer outreach, as needed, to support the completion of a booking

    Collect feedback to better understand payment issues and payer trends  - be the voice of the payer within Flywire escalating insight to Experience Specialists

    Conduct daily follow-up with previously unresolved requests

    Find ways to make our services more convenient for payers

    Be inspired to take initiative in new projects

    Have fun while working hard with a goal-oriented team

Here’s What We’re Looking For:

    We have multiple openings on this team (must live on either East or West coast)

    Fluency in English and Mandarin (required)

    Excellent phone etiquette and the ability to listen, understand, and find a solution to complex customer requests

    The desire to talk to customers on a daily basis

    An interest in data, and an understanding of its importance in driving change

    Comfortable multi-tasking; ability to perform under pressure

    Ability to work on a flexible schedule (e.g. shift rotations, public holidays)

    International experience (preferred)

    Familiarity with CRM software (preferred)

Technologies We Use:

    Zendesk

    Google Suite

    Looker

We Offer:

    Competitive compensation, including stock options

    Work with brilliant people that will keep you on your toes

    Professional & Personal growth opportunities

    Partnerships on a global scale (we have been collaborating virtually for years!)

    Be a meaningful part in our success - every FlyMate makes an impact

    Competitive time off and FlyBetter Days to support any cause you believe in

    Wellbeing Programs

Our Hiring Process:

We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (it is not that bad!). Your TA Partner will walk you through the steps and be your “go-to” person for any questions.

Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.