Payment Experience Team Lead (Americas, Customer Support)

Join Flywire as a Payment Experience Team Lead for the Americas. In this role, you will be the first point of contact for our payers, equipped with broad knowledge of Flywire's core business capabilities. You will support payer inquiries, drive the regional Payment Experience Team, and be the key escalation point for Payment Experience Associates & Specialists. Strong communication skills, resilience, and a customer-oriented mindset are essential.

• Support payer enquiries and serve as a content expert for Flywire payment offerings and products.
• Drive forward the regional Payment Experience Team, manage the team’s daily operations and projects execution.
• Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products.
• Ability to work on a flexible schedule
• Familiarity with Microsoft Office suite and CRM software
• Proactive and ambitious learner, able to quickly adapt to the fast changing requirements, remain organized through lots of change and updated materials
• Excellent interpersonal and communication skills to enable effective interaction and collaboration within the team and key business stakeholders. Able to adapt the communication style to different audiences
• Great attention to details, sensitive to issues or potential issues and proactively seek for solutions
• The desire to develop leadership skills, to drive a team’s success and support teammates within the role’s scope, being comfortable and composed when either giving or receiving feedback
• Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)
• Strong analytical skill, able to use data / best judgement to prioritize tasks that have the most value-add impact
• Payment related experience (banking, forex company)
• Comfortable with multi-tasking; able to work under intense pace and high pressure
• International experience (preferred)
• Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathy
• 4+ years in customer support, with experience informally leading or mentoring teammates
• Customer service experience
• Excellent written and verbal English language skills, additional language (eg. French, Portuguese) is a plus