Team Lead Americas

Position: Team Lead, Payment Experience, Americas
Company Description

Are you ready to trade your job for a journey? Become a Fly Mate!

Passion, excitement & global collaboration are all core to what it means to be a Fly Mate. 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 more than a decade ago to solve high-stakes, high-value payments in higher education. We've since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 global Fly Mates, representing more than 40 nationalities, and in 12 offices world-wide, we're looking for Fly Mates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

We, at Flywire, are seeking a Payment Experience Team Lead in the Americas.

Payment Experience roles at Flywire are not your typical 'support' roles. As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire's core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer's problems.

As part of this role, you will liaise closely with Client & Payment Experience Managers, other regional team leads, Central Service team and all departments in a fast-paced environment where growth and change are the norm. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. Strong written and verbal communication skills are also required.

You will be primarily responsible for supporting payer enquiries, serving as a content expert for Flywire payment offerings and products. In addition to this, you will also drive forward the regional Payment Experience Team and be both the key escalation point for Payment Experience Associates & Specialists and the key voice for payment experience. A Payment Experience Team Lead should support the Client & Payment Experience Managers in leading the regional Payment Experience Team, providing feedback on team training needs, regional teammates development plans, payer experience improvements plus anything else that would ultimately help our payers through a 'frictionless' experience.

You will also support the regional & global Client & Payment Experience function through project work as necessary.

You will

* Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy

* Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products

* 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

* 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

* 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

* 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

* 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

Qualifications

Here's what we're looking for:

* 4+ years in customer support, with experience informally leading or mentoring teammates

* Excellent written and verbal English language skills, additional language (eg. French, Portuguese) is a plus

* Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathy

* 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

* The desire to develop leadership skills, to drive a team's success and support teammates…