Client Experience Specialist at Flywire

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Company Description

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 2,400 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 130 currencies. And, we’re just getting started!

With over 500 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity :

We, at Flywire, are seeking a Client Experience Specialist - In this role, you will provide support to our clients across a number of products and services. This support will be delivered not only through 1:1 inbound inquiries but also through engaging and educational proactive interactions at both a 1:1 and group level e.g. webinars. You will also serve as an escalation point for payer inquiries when client awareness and/or involvement is required. 

Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers and our Cash Management team. 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. 

  • Provide solutions to complex client issues by phone, chat, and email with speed, professionalism and empathy
  • Be the first point of contact for non-strategic client inquiries
  • Be a brand ambassador leaving a positive impression on every interaction
  • Be an escalation point for our Payment Experience & Support teammates when client context is required, serving as a content expert for client utilization of Flywire Products
  • Produce written & visual collateral to aid in client education
  • Support the regional CPE Specialist and Manager as needed with project-related tasks 
  • 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
  • Contribute to the Client Experience function by using data analysis & feedback to identify areas of internal efficiency 
  • Take an active role in identifying content gaps in our external and internal knowledge base, assisting in content creation as needed
  • Assist with regular administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, meeting preparation, weekly updates & training

Qualifications

Here’s What We’re Looking For:

  • A keen interest in client support
  • Consistent high-level execution against support standards
  • Proven ability to handle even the most difficult customer inquiries efficiently and with empathy
  • Excellent phone etiquette and the ability to listen, understand and find a solution to complex requests
  • Fluency in English and Spanish required) 
  • An interest in data, and an understanding of its importance in driving change 
  • Experience in a multi-channel support environment
  • Ability to work on a flexible schedule (e.g. shift rotations)
  • International experience (preferred)
  • Familiarity with CRM software (preferred)

Technologies We Use :

  • Zendesk
  • Google Suite
  • Looker

Additional Information

What We Offer:

  • Competitive compensation, including stock options
  • 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
  • WFH Stipend & 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 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (don’t worry - this is the fun part!) 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 12 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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • LookerAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • SalesforceCRM
    • GmailEmail
    • MarketoLead Gen

An Insider's view of Flywire

How do you collaborate with other teams in the company?

Flywire is a truly global company with 10 offices across the world. Marketing is an exciting team to be a part of because we are at the intersection of so many different initiatives. We partner with sales, customer success, business operations, people & culture and product, and so much more!

Allison MacLeod

CMO

How does the company support your career growth?

The exposure Flywire gives to all sectors of the business has made the most valuable impact on my career. Working cross-functionally with Flymates from other teams and other countries allowed me to broaden my scope and expand my skills. You learn to be agile and to adapt quickly to change, which has made me a better version of myself as a worker.

Rachel

Program Manager - Global Education Partnerships

How do you empower your team to be more creative?

With the many different personalities and styles on my team, I don’t employ a template for building or maintaining relationships with our partner schools. This 'thinking outside of the box’ approach allows for innovation, imagination, and resourcefulness. As a result, our message is consistent but the delivery is unique and personalized.

Jim

Relationship Management Lead - Education

What’s the vibe like in the office?

The vibe in the Boston office is ‘work hard, play hard.’ Boston Flymates are extremely passionate about what they do and what they represent, which for me as a relatively new Flymate is so motivating and inspiring. I’ve never worked at a place where its people were so welcoming and always eager to help in any way they can!

Yen

Client Experience Specialist

What are Flywire Perks + Benefits

Flywire Benefits Overview

Flywire is proud to be one of Built In Boston's 100 Best Places to Work. To recognize the value of FlyMates' efforts, Flywire offers a comprehensive program of benefits! We believe work should energize and engage you, bringing both personal and professional satisfaction.

We’ll help you unlock your potential through on-the-job training, mentoring, and development workshops. We have a collaborative culture which makes Flywire the best environment in which to thrive.

Culture
Volunteer in local community
We love to see and encourage FlyMates to get involved in the Boston community. We partner with local charities such as BUILD Boston and ArtLifting and are always looking to expand.
Partners with Nonprofits
Annual partnership with School the World! We fundraise and send FlyMates to around the globe to help build communities.
Friends outside of work
Eat lunch together
Intracompany committees
FlyMates drive our social agenda - whether it’s a Friday night FIFA tournament, scavenger hunt across the city or exploring new neighborhoods together. FlyMates are always planning something fun!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
We have a very active and engaged Employee Resource Group, FlyMates First, consisting of 30 FlyMates around the Globe, who are dedicated to our DE&I efforts both internally and externally.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Flywire also provides 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Flywire provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Flywire sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Flywire provides “FlyBetter Days” which provides two additional paid days off for a FlyMate to use to support their local communities or causes that matter to them.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Flywire sponsors commuter benefits for all of our office-based FlyMates.
Company Outings
Flywire hosts summer and holiday gatherings for FlyMates across the globe.
Game Room
Stocked Kitchen
Flywire has a fully stocked kitchen including unlimited snacks, coffee, tea, a Bevi machine and all the Coke Zero and Diet Coke you can handle.
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Our health insurance provider offers a fitness reimbursement among other great benefits!
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
We host FlyBytes monthly to share exciting news and updates across departments so teams stay updated and informed of exciting work happening around the globe!
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks
Paid industry certifications
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