Senior Client Experience Associate

Overview

Are you ready to trade your job for a journey? Become a Fly Mate!

Passion, excitement & global collaboration are core to what it means to be a Fly Mate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical-specific software - to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are
:

Flywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 global Fly Mates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for Fly Mates to join the next stage of our journey as we continue to grow.

We, at Flywire, are seeking a full-time Senior Client Experience Associate to fortify our coverage for our clients in the Pacific time zone. In this role, you will provide support to our clients across a number of products and services. This support will be delivered through 1:1 inbound inquiries through phone, email, and chat with a focus on root cause analysis and client education.

Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers, payment operations, and Payment Experience (customer support). Through collaboration you will provide top-notch service to Flywire’s clients resolving their daily inquiries and optimizing their (and their payer’s) usage of Flywire products.

• Develop an advanced understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Address complex client questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire.
• Carry out proactive client outreach, as needed, to support the completion of a booking or the resolution of an issue.
• Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments.
• Conduct daily follow-up with previously unresolved requests.
• Collect feedback to better understand client trends - be the voice of the client within Flywire escalating insight to the senior members. Anticipate potential client challenges and proactively suggest solutions.
• Stay updated on new product features, updates, and company policies to provide accurate and current information to clients.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Support in training new team members or cross team training as needed.
• Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.
• Take on new responsibilities and adapt to shifts in clients needs and company goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.

Here’s

What We’re Looking For:

• Fluency in English (Spanish preferred but not required)
• 2 years of experience in customer support, a background in banking or payments is a plus.
• Ability to specialize in one or more subject matter areas.
• Willingness to work flexible working hours and occasional holidays, 40 working hours per week

• Demonstrates strong communication skills to resolve issues and maintain customer satisfaction.
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
• Handles escalated customer interactions with…