Team Lead of Payment Experience (Americas, Customer Support)

Join Flywire as a Payment Experience Team Lead in the Americas. This role is not your typical support position; you will be the first point of contact for our payers and will have a broad knowledge of Flywire's core business capabilities. You will support payer inquiries, drive the regional Payment Experience Team, and be the key escalation point for Payment Experience Associates & Specialists. Strong written and verbal communication skills, resilience, curiosity, cultural awareness, and empathy are essential for success in this fast-paced environment.

• Support payer enquiries, serve as a content expert for Flywire payment offerings and products, and drive forward the regional Payment Experience Team.
• Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products, and be the voice of payers within Flywire.
• Manage the team’s daily operations and projects execution, support team members in reaching the team goals and in their personal development.

• Familiarity with Microsoft Office suite and CRM software
• Excellent written and verbal English language skills, additional language (eg. French, Portuguese) is a plus
• The desire to develop leadership skills, to drive a team’s success and support teammates within the role’s scope, being comfortable and composed when either giving or receiving feedback
• Comfortable with multi-tasking; able to work under intense pace and high pressure
• Proactive and ambitious learner, able to quickly adapt to the fast changing requirements, remain organized through lots of change and updated materials
• Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathy
• Payment related experience (banking, forex company)
• International experience (preferred)
• Strong analytical skill, able to use data / best judgement to prioritize tasks that have the most value-add impact
• Ability to work on a flexible schedule
• Great attention to details, sensitive to issues or potential issues and proactively seek for solutions
• Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)
• 1-2 years in customer support, with experience informally leading or mentoring teammates
• Customer service experience
• Excellent interpersonal and communication skills to enable effective interaction and collaboration within the team and key business stakeholders. Able to adapt the communication style to different audiences