Team Lead, Payment Experience, Americas (Customer Support)

Job Summary

Required Qualifications

• •4+ years in customer support
• •experience informally leading or mentoring teammates
• •Excellent written and verbal English language skills
• •Customer oriented mindset
• •Comfortable with multi-tasking
• •Proactive and ambitious learner
• •The desire to develop leadership skills
• •Self motivated and self disciplined
• •Great attention to details
• •Strong analytical skill
• •Excellent interpersonal and communication skills
• •Ability to work on a flexible schedule
• •Familiarity with Microsoft Office suite
• •Familiarity with CRM software
• •Customer service experience
• •Payment related experience
• •Ability to work under intense pace and high pressure
• •Resilience
• •Curiosity
• •Cultural awareness
• •Empathy
• •Strong written and verbal communication skills
• •Ability to troubleshoot payer's problems
• •Ability to communicate internationally
• •Ability to listen, understand, and find a solution to the most difficult customer requests
• •Ability to adapt the communication style to different audiences
• •Ability to use data / best judgement to prioritize tasks
• •Ability to take ownership & accountability
• •Ability to be proactive and seek for solutions
• •Ability to be organized through lots of change and updated materials
• •Ability to be composed when giving or receiving feedback
• •Ability to drive a team's success
• •Ability to support teammates within the role's scope
• •Ability to provide feedback on team training needs
• •Ability to provide regional teammates development plans
• •Ability to provide payer experience improvements
• •Ability to support the regional & global Client & Payment Experience function through project work
• •Ability to maintain connection with both Regional CPE Team and other regional stakeholders
• •Ability to prepare regional related new launch and training material
• •Ability to track impact for the related change
• •Ability to design the regional Payment Experience team directions
• •Ability to make plan to optimise process
• •Ability to drive efficiency
• •Ability to scale manual work using data analysis
• •Ability to serve as the key escalation point for Payment Experience Associates & Specialists
• •Ability to serve as the key voice for payment experience
• •Ability to support Client & Payment Experience Managers in leading the regional Payment Experience Team
• •Ability to handle regular team administrative tasks
• •Ability to create monthly schedules for live contact support
• •Ability to create scheduled tasks
• •Ability to provide weekly updates
• •Ability to conduct training
• •Ability to conduct quality review
• •Ability to be the main representative for regional Payment Experience Team
• •Ability to escalate insight within the Client & Payment Experience (CPE) Team
• •Ability to highlight areas for optimisation
• •Ability to support payers through a 'frictionless' experience
• •Ability to liaise closely with Client & Payment Experience Managers
• •Ability to liaise closely with other regional team leads
• •Ability to liaise closely with Central Service team
• •Ability to liaise closely with all departments
• •Ability to work in a fast-paced environment
• •Ability to be the first point of contact at Flywire
• •Ability to be equipped with broad knowledge of Flywire's core business capabilities
• •Ability to support the regional Payment Experience Team
• •Ability to provide solutions to complex issues for payers by phone, chat, and email
• •Ability to work with speed, professionalism and empathy
• •Ability to be the escalation point for teammates
• •Ability to be the voice of payers within Flywire
• •Ability to use data and context to highlight areas for optimisation
• •Ability to work with the CPE Managers
• •Ability to follow the Global CPE direction
• •Ability to follow the company direction
• •Ability to proactively make plan to optimise our process
• •Ability to drive efficiency
• •Ability to drive scaling of manual work using data analysis
• •Ability to manage the team's daily operations
• •Ability to manage projects execution
• •Ability to support team members in reaching the team goals
• •Ability to support team members in their personal development
• •Ability to handle regular team administrative tasks
• •Ability to create monthly schedules for live contact support
• •Ability to create scheduled tasks
• •Ability to provide weekly updates
• •Ability to conduct training
• •Ability to conduct quality review
• •Ability to be the main representative for regional Payment Experience Team
• •Ability to maintain connection with both Regional CPE Team and other regional stakeholders
• •Ability to prepare regional related new launch and training material
• •Ability to track impact for the related change
• •Ability to provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy
• •Ability to be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products
• •Ability to be the voice of payers within Flywire escalating insight within the Client & Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisation
• •Ability to work with the CPE Managers to design the regional Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysis
• •Ability to drive forward the regional Payment Experience Team, manage the team's daily operations and projects execution, support team members in reaching the team goals and in their personal development
• •Ability to handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review
• •Ability to be the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change
• •Ability to work with brilliant people that will keep you on your toes
• •Ability to learn more about their journeys
• •Ability to check out #InsideFlywire on social media
• •Ability to collaborate virtually
• •Ability to participate in Global Induction Program
• •Ability to meet Execs & Global Teams
• •Ability to participate in Wellbeing Programs
• •Ability to participate in Mental Health programs
• •Ability to participate in Wellness programs
• •Ability to participate in Yoga/Pilates/HIIT Classes
• •Ability to participate with Global FlyMates
• •Ability to participate in Competitive time off
• •Ability to participate in FlyBetter Days
• •Ability to volunteer in your community
• •Ability to participate in Digital Disconnect Days
• •Ability to participate in Great Talent & Development Programs
• •Ability to participate in Managers Taking Flight
• •Ability to be new or aspiring managers
• •Ability to meet different FlyMates including the Hiring Manager
• •Ability to meet other Flymates
• •Ability to be walked through the steps by Talent Acquisition Partner
• •Ability to be the 'go-to' person for questions
• •Ability to be an equal opportunity employer
• •Ability to follow 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
• •Ability to be a full-time position
• •Ability to receive a salary between $55,000-$65,000
• •Ability to receive a bonus
• •Ability to receive benefits
• •Ability to have a salary range determined by role, position level, and location
• •Ability to have individual pay determined by work location and several other factors
• •Ability to have job-related skills considered
• •Ability to have experience considered
• •Ability to have relevant education considered
• •Ability to have training considered
• •Ability to be a hybrid position
• •Ability to be based in the US
• •Ability to be a Team Lead
• •Ability to be in Payment Experience
• •Ability to be in Americas
• •Ability to be in Customer Support
• •Ability to be a FlyMate
• •Ability to be ready to trade your job for a journey
• •Ability to have Passion
• •Ability to have excitement
• •Ability to have global collaboration
• •Ability to be core to what it means to be a FlyMate
• •Ability to be on a mission to deliver the world's most important and complex payments
• •Ability to use Flywire Advantage
• •Ability to have next-gen payments platform
• •Ability to have proprietary payment network
• •Ability to have vertical specific software
• •Ability to help clients get paid
• •Ability to help their customers pay with ease
• •Ability to be no matter where they are in the world
• •Ability to be more than 5,300 clients
• •Ability to be across the global education, healthcare, travel & B2B industries
• •Ability to be with diverse payment methods across 240 countries & territories
• •Ability to be with more than 140 currencies
• •Ability to be with over 1,400 global FlyMates
• •Ability to be representing more than 40 nationalities
• •Ability to be in 15 offices world-wide
• •Ability to be looking for FlyMates to join the next stage of our journey
• •Ability to be as we continue to grow
• •Ability to be a Payment Experience Team Lead
• •Ability to be in the Americas
• •Ability to be not your typical 'support' roles
• •Ability to be the first point of contact at Flywire
• •Ability to be equipped with broad knowledge of Flywire's core business capabilities
• •Ability to have alongside your positive attitude
• •Ability to have the support of our amazing global team
• •Ability to allow you to troubleshoot any aspect of our payer's problems
• •Ability to liaise closely with Client & Payment Experience Managers
• •Ability to liaise closely with other regional team leads
• •Ability to liaise closely with Central Service team
• •Ability to liaise closely with all departments
• •Ability to be in a fast-paced environment
• •Ability to have growth and change as the norm
• •Ability to have Resilience
• •Ability to have curiosity
• •Ability to have cultural awareness
• •Ability to have empathy
• •Ability to be key traits
• •Ability to have a day-to-day filled with communicating internationally
• •Ability to have Strong written and verbal communication skills
• •Ability to be also required
• •Ability to be primarily responsible for supporting payer enquiries
• •Ability to be serving as a content expert for Flywire payment offerings and products
• •Ability to also drive forward the regional Payment Experience Team
• •Ability to be both the key escalation point for Payment Experience Associates & Specialists
• •Ability to be the key voice for payment experience
• •Ability to be a Payment Experience Team Lead
• •Ability to support the Client & Payment Experience Managers
• •Ability to be leading the regional Payment Experience Team
• •Ability to be providing feedback on team training needs
• •Ability to be regional teammates development plans
• •Ability to be payer experience improvements
• •Ability to be anything else that would ultimately help our payers through a 'frictionless' experience
• •Ability to also support the regional & global Client & Payment Experience function
• •Ability to be through project work as necessary
• •Ability to Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy
• •Ability to Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products
• •Ability to Be the voice of payers within Flywire escalating insight within the Client & Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisation
• •Ability to Work with the CPE Managers to design the regional Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysis
• •Ability to Drive forward the regional Payment Experience Team, manage the team's daily operations and projects execution, support team members in reaching the team goals and in their personal development
• •Ability to Handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review
• •Ability to Be the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change
• •Ability to Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy
• •Ability to Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products
• •Ability to Be the voice of payers within Flywire escalating insight within the Client & Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisation
• •Ability to Work with the CPE Managers to design the regional Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysis
• •Ability to Drive forward the regional Payment Experience Team, manage the team's daily operations and projects execution, support team members in reaching the team goals and in their personal development
• •Ability to Handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review
• •Ability to Be the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change

Desired Qualifications

• •additional language (eg. French, Portuguese)
• •International experience