Teams at Flywire

Provides multilingual and empathetic customer support for complex payment inquiries through phone, chat, email, WeChat, and WhatsApp. Responsibilities include troubleshooting payment issues, proactive payer outreach, follow-up on unresolved requests, accurate documentation, basic reporting, escalation, and cross-functional collaboration. The role requires maintaining current product knowledge, adapting to changing processes, and working rotational shifts aligned with US Pacific Time, including 8 PM to 4 AM IST coverage.

Provides customer-facing SaaS support for Invoiced accounts through email, phone, and chat. Diagnoses payment-processing, integration, API, and feature issues using documentation, testing, and logs. Leads client calls, escalates complex technical problems, maintains customer-facing and internal documentation, and supports implementation and customer success teams. Serves as an internal subject matter expert on Invoiced functionality.

Own revenue forecasting, budgeting, quarterly forecasts, and long-range planning for payment volume, revenue, cost of sales, and gross profit. Build transaction-based and SaaS revenue models, perform variance and KPI analysis, and provide executive insights. Partner with Sales, Marketing, Investor Relations, and Analytics while leading cross-functional initiatives. Use SQL, Python, R, Looker, Excel, VBA, and financial systems to analyze data and automate reporting and modeling processes.