Provide high-touch support for English and Spanish-speaking clients, resolving complex issues and mentoring junior staff within a dynamic global team.
The Opportunity 🚀
We are seeking a Senior Client Experience Associate to fortify our coverage for English and Spanish-speaking clients in the EMEA region and globally. In this role, you will provide high-touch support across our products and services through inbound inquiries (phone, email, and chat), focusing on root cause analysis and client education.
As a Senior member, you will act as a brand ambassador, collaborating with Relationship Managers and Payment Operations to resolve complex problems, optimize product usage, and mentor junior team members.
Key Responsibilities 🛠️
Inquiry Management: Address complex client questions via phone, chat, and email with speed, professionalism, and empathy.
Problem Solving: Solve complex payment problems utilizing software tools and collaborating closely with other departments.
Proactive Outreach: Carry out proactive client outreach to support booking completion or issue resolution.
Root Cause Analysis: Collect feedback to understand client trends, anticipate challenges, and suggest proactive solutions.
Continuous Learning: Stay updated on product features and policies to provide accurate, personalized solutions.
Mentorship: Take initiative in new projects and support in training or cross-training new team members.
Here’s What We’re Looking For 💡
General
Fluency in English and Spanish.
2+ years of experience in customer support (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 hours per week).
Communication
Strong communication skills to resolve issues and maintain customer satisfaction.
Experience communicating with a global customer base with an empathetic and culturally aware style.
Ability to handle escalated interactions with professionalism and empathy.
Confidence engaging across all contact channels and accurately documenting interactions and follow-up actions.
Knowledge and Application
Ability to learn advanced knowledge of company offerings and cross-functional processes.
In-depth familiarity with customer needs, pain points, and common feedback.
Problem Solving
Ability to utilize advanced knowledge to contribute to process improvements.
Creative problem-solving for complex issues involving multiple factors.
Experience collaborating with Specialists, Team Leads, and Tech Support to ensure proper resolution.
Proactive identification of potential issues before they escalate.
Data Analytics & Projects
Contributing detailed insights to stakeholders regarding feedback and emerging trends.
Basic project management abilities: managing small, well-defined tasks or mini-projects and tracking progress.
Data Analysis: Analyzing complex data sets to identify patterns and creating basic reports to inform decision-making.
Mentoring: Taking an active role in training and supporting junior or newer team members.
Technologies We Use:
Zendesk
Google Suite
Looker
What We Offer:
Submit today and get started!
We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.
Flywire is an equal opportunity employer. With over 30 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.
Flywire is an equal opportunity employer.
#LI-Hybrid
Flywire is a global payments enablement and software company that tackles high-stakes payments in education by providing modern technology solutions. With over 4,800 clients across various industries, it ensures seamless payment experiences for both businesses and their customers.
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