Senior Client Experience Associate

The Opportunity:
We, at Flywire, are seeking a full-time Senior Client Experience Associate to fortify our coverage for our clients in the Pacific time zone. In this role, you will provide support to our clients across a number of products and services. This support will be delivered through 1:1 inbound inquiries through phone, email, and chat with a focus on root cause analysis and client education. 

Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers, payment operations, and Payment Experience (customer support). Through collaboration you will provide top-notch service to Flywire’s clients resolving their daily inquiries and optimizing their (and their payer’s) usage of Flywire products. 

• Develop an advanced understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users. 
• Address complex client questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire. 
• Carry out proactive client outreach, as needed, to support the completion of a booking or the resolution of an issue.
• Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments.
• Conduct daily follow-up with previously unresolved requests.
• Collect feedback to better understand client  trends - be the voice of the client within Flywire escalating insight to the senior members. Anticipate potential client challenges and proactively suggest solutions.
• Stay updated on new product features, updates, and company policies to provide accurate and current information to clients.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Support in training new team members or cross team training as needed.
• Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.
• Take on new responsibilities and adapt to shifts in clients needs and company goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.
   

Here’s What We’re Looking For:  
General 

• Fluency in English (Spanish preferred but not required)
• 2 years of experience in customer support, a background in banking or payments is a plus. 
• Ability to specialize in one or more subject matter areas.
• Willingness to work flexible working hours and occasional holidays, 40 working hours per week 

Communication 

• Demonstrates strong communication skills to resolve issues and maintain customer satisfaction.
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style. 
• Handles escalated customer interactions with professionalism and empathy.
• Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, and email) and accurately documenting customer interactions and follow-up actions. 

Knowledge and Application 

• Possesses skills to learn advanced knowledge of the company’s offerings and customer support strategies, with a strong understanding of cross-functional processes and their impact on client support. 
• In-depth familiarity with customer needs, pain points, and common feedback.

Problem Solving 

• Utilizes advanced knowledge to resolve complex customer issues and contribute to process improvements.
• Manages complex customer issues involving multiple factors, requiring creative problem-solving. 
• Analyzes situations to identify root causes and collaborates with Specialists, Senior Specialists, Team Lead and other departments (e.g., tech support) to ensure proper resolution.
• Proactively identifies potential issues before they escalate, addressing them accordingly. Recommends process and communication improvements based on experience and customer feedback.

Data Analytics 

• Actively contributes detailed insights to stakeholders regarding customer feedback, recurring issues, and emerging trends.

Projects 

• Exhibits basic project management abilities, including managing small, well-defined tasks or mini-projects. Responsible for tracking progress on assigned tasks and reporting updates to project leads.
• Analyzes complex data sets to identify patterns and insights, creating basic reports that inform decision-making.
• Takes an active role in mentoring and training junior team members. 
• Assists in the training and support of newer team members as needed.

Technologies We Use:

• Zendesk
• Google Suite
• Looker
   

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Competitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Submit today and get started!
 

We are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager, other Flymates, the department VP, and participate in a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for questions.

Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.

The US base salary range for this full-time position is $50,000 - $58,000 plus restricted stock units and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training. 

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