Payment Experience Associate (Spanish/Portuguese Customer Support)

Join Flywire as a Payment Experience Associate, where you'll be the first point of contact for customers navigating their payment process. This role requires strong problem-solving skills, cultural awareness, and empathy, as you'll be communicating with customers globally. You'll have the opportunity to build a career within Flywire and contribute to the success of the business.

• Develop a substantial understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Address complex customers' questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy.
• Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments.
• 3 years of experience in customer support, a background in banking or payments is a plus
• Ability to work business hours aligned with the US Pacific Time zone
• Strong preference for candidates located at in Boston
• Ability to work flexible hours, including weekends and public holidays, when there is business needs
• Business proficiency in English and Spanish or Portuguese
• Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions
• Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style
• Possesses knowledge of more complex customer scenarios and a wider array of solutions, with an understanding of customer feedback mechanisms and their role in service improvement
• Demonstrates ability to train and gain substantial understanding of Flywire products and payment methods, applying knowledge and skills to handle a broad range of tasks
• Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations
• Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation
• Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery
• Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends
• Collects and reports customer feedback, identifying recurring themes and issues
• Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers when necessary
• Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support
• Assists in the training and support of newer team members as needed