Senior Client Experience Associate

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 3,300+ 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 1000+ 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 are seeking a Senior Client Experience Associate to fortify our coverage for English and Spanish-speaking clients in the EMEA region and globally. In this role, you will provide high-touch support across our products and services through inbound inquiries (phone, email, and chat), focusing on root cause analysis and client education.

As a Senior member, you will act as a brand ambassador, collaborating with Relationship Managers and Payment Operations to resolve complex problems, optimize product usage, and mentor junior team members.

Key Responsibilities 🛠️

• Inquiry Management: Address complex client questions via phone, chat, and email with speed, professionalism, and empathy.

• Problem Solving: Solve complex payment problems utilizing software tools and collaborating closely with other departments.

• Proactive Outreach: Carry out proactive client outreach to support booking completion or issue resolution.

• Root Cause Analysis: Collect feedback to understand client trends, anticipate challenges, and suggest proactive solutions.

• Continuous Learning: Stay updated on product features and policies to provide accurate, personalized solutions.

• Mentorship: Take initiative in new projects and support in training or cross-training new team members.

Here’s What We’re Looking For 💡

General

• Fluency in English and Spanish.

• 2+ years of experience in customer support (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 hours per week).

Communication

• Strong communication skills to resolve issues and maintain customer satisfaction.

• Experience communicating with a global customer base with an empathetic and culturally aware style.

• Ability to handle escalated interactions with professionalism and empathy.

• Confidence engaging across all contact channels and accurately documenting interactions and follow-up actions.

Knowledge and Application

• Ability to learn advanced knowledge of company offerings and cross-functional processes.

• In-depth familiarity with customer needs, pain points, and common feedback.

Problem Solving

• Ability to utilize advanced knowledge to contribute to process improvements.

• Creative problem-solving for complex issues involving multiple factors.

• Experience collaborating with Specialists, Team Leads, and Tech Support to ensure proper resolution.

• Proactive identification of potential issues before they escalate.

Data Analytics & Projects

• Contributing detailed insights to stakeholders regarding feedback and emerging trends.

• Basic project management abilities: managing small, well-defined tasks or mini-projects and tracking progress.

• Data Analysis: Analyzing complex data sets to identify patterns and creating basic reports to inform decision-making.

• Mentoring: Taking an active role in training and supporting junior or newer team members.

Technologies We Use:

• Zendesk

• Google Suite

• Looker

What We Offer:

• Competitive compensation
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program
• 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) 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
• Digital Disconnect Days!
• Great Talent & Development Programs

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 30 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 each new hire.

Flywire is an equal opportunity employer.

#LI-Hybrid