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 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 a decade ago to solve high-stakes, high-value payments in education, using modern technology.
Today, we’ve digitized payments for more than 2,800 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!
With over 850 global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, 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 Team Lead, Global Client Experience to drive success and team efficiency while ensuring exceptional client support. You will be equipped with comprehensive knowledge of Flywire's core business capabilities. Alongside your positive attitude and the support of our amazing global team, you will serve as an effective escalation point in any aspect of a client’s journey.
You will be primarily responsible for ensuring the smooth operations of your global Client Experience team: supporting team members with client inquiries, serving as a subject matter expert for Flywire payment offerings and products, and reporting on contact reason trends to improve operational efficiency. In addition, you will be responsible for the team’s growth by taking part in regular performance reviews and objective setting.
You will work closely with the Sr. Manager of Client & Payment Experience team on strategic initiatives and any projects that would help our clients through a ‘frictionless’ experience. Additionally, you will collaborate closely with the Payment Experience, Relationship Management, and Client Optimization teams in a fast-paced environment where growth and change are the norm. 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.
- Provide solutions to complex client issues by phone, chat, and email with speed, professionalism and empathy
- Be the point of escalation for client support inquiries serving as a content expert for client utilization of Flywire Products
- Collect feedback to better understand client challenges as well as client (and their payer) trends. Be the voice of the client within Flywire escalating insight both within the Client Experience team and beyond
- Conduct new hire training & onboarding, and lead the monthly quality assurance process for the team
- Drive the function using data analysis & feedback to identify areas of internal efficiency. Provide weekly analytics on service quality
- Take an active role in identifying content gaps in our external and internal knowledge base, assisting in content creation as needed
- Provide mentorship and coaching to all team members
- Assist with regular administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, meeting preparation, weekly updates & training
Here’s What We’re Looking For:
- 3+ years of relevant client facing experience within a SaaS business
- 1+ years of experience coaching, mentoring, and developing team talents
- A keen interest in client support with experience in a multi-channel support environment
- Ability to manage a project, work to deadlines, and prioritize between competing demands
- Proactive and ambitious learner who is able to quickly adapt to the fast changing requirements while remaining organized
- Proven ability to handle even the most difficult client inquiries efficiently and with empathy
- Excellent phone etiquette and the ability to listen, understand and find a solution to complex requests
- Fluency in English (required); other languages are a plus
- Skilled with metric tracking and data analytics, and an understanding of its importance in driving change
- Ability to work on a flexible schedule (e.g. occasional evening meeting to connect with our APAC team)
- Familiarity with CRM software
- International experience (preferred)
Technologies We Use :
- Zendesk
- Google Suite
- Looker
What We Offer:
- Competitive compensation, including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
- Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
- Dynamic & Global Team (we have been collaborating virtually for years!)
- Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
- Be a meaningful part in our success - every FlyMate makes an impact
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
- Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
Submit today and get started!
We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.
Flywire is an equal opportunity employer. With over 40 nationalities across 14 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.