About the job
The Opportunity:
At Flywire, we are on the lookout for a passionate Payment Experience Associate I who is fluent in French.
Unlike conventional support roles, Payment Experience positions at Flywire serve as the initial touchpoint for our customers. You will be armed with extensive knowledge of Flywire's core business functions, enabling you to troubleshoot a wide array of payer issues with a positive and proactive approach, supported by our exceptional global team.
In this pivotal role, you will guide customers through their payment journeys, collaborating closely with various departments within a dynamic environment that thrives on growth and adaptability. As a Payment Experience Associate, you will be a problem solver, eager to contribute to a spirited team and leverage your expertise to resolve complex payment inquiries. Key traits for success in this role include resilience, curiosity, cultural sensitivity, and empathy, as you will communicate with clients across the globe. This position lays a strong foundation for a fulfilling career at Flywire.
Your Responsibilities:
- Acquire a comprehensive understanding of our products, services, and policies to deliver accurate, efficient, and personalized solutions to Flywire users.
- Promptly address intricate customer inquiries via phone, chat, email, or other channels with professionalism and empathy, acting as a brand ambassador to create a positive first impression of Flywire.
- Proactively reach out to payers when necessary to facilitate the completion of bookings or the resolution of issues.
- Utilize various software tools and collaborate with team members and other departments to resolve complex payment challenges.
- Conduct daily follow-ups on previously unresolved requests.
- Manage escalations from Associate I team members, ensuring customer satisfaction throughout.
- Gather feedback to gain insights into payment challenges and payer trends, representing the voice of the payer within Flywire by escalating insights to senior management.
- Remain informed about new product features, updates, and company policies to provide accurate information to customers.
- Take initiative in new projects that contribute to our overall success.
- Assist in training new team members and provide guidance to Associate I on best practices.
- Embrace flexibility and adaptability in job responsibilities, processes, and procedures as the company evolves.
- Approach new responsibilities and shifts in customer needs with a positive and proactive attitude, while enjoying the collaborative spirit of our goal-oriented team.

