Payment Experience Associate, Spanish/Portuguese (Customer Support)

Payment Experience Associate, Spanish/Portuguese (Customer Support)

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 be the first person customers connect with Flywire who guides them through their payment process. 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 payment inquiries. You're highly skilled at uncovering customers' needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. The role offers a strong base to build a career within Flywire.

You will:

• 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. Be a brand ambassador and make a positive first impression of Flywire.
• Carry out proactive payer 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.
• Handle escalations from Associate I, ensuring customer satisfaction.
• Collect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members.
• Stay updated on new product features, updates, and company policies to provide accurate and current information to customers.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Support in training new team members as needed and guide Associate I in best practices.
• 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 customer needs and company goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.

Qualifications

Here's what we're looking for:

• Business proficiency in English and Spanish or Portuguese.
• 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 in Boston.
• Ability to work flexible hours, including weekends and public holidays, when there is business needs.

Communication:

• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
• 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.

Knowledge & Application:

• 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.
• 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.

Problem Solving:

• 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.

Data Analysis:

• Collects and reports customer feedback, identifying recurring themes and issues.
• 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.

Projects:

• Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support.
• 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.
• Assists in the training and support of newer team members as needed.

Additional Information

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 and follows a policy of administering all employment decisions and personnel actions without regard to race, color, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law. The US base salary range for this full-time position is $40,000-$52,000 and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training. Your Talent Acquisition Partner can share more about the specific salary range for your preferred location during the hiring process.