Team Lead; Americas, Customer Support

• 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
• 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

Familiarity with Microsoft Office suite and CRM software

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 feedback1-2 years in customer support, with experience informally leading or mentoring teammates

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

Great attention to details, sensitive to issues or potential issues and proactively seek for solutions

International experience (preferred)
Excellent written and verbal English language skills, additional language (eg. French, Portuguese) is a plus Strong analytical skill, able to use data / best…