The Opportunity:
We are seeking a Global Team Lead, Client Experience to drive success and team efficiency while ensuring exceptional client support. You will be equipped with comprehensive knowledge of Flywire's core business capabilities. Alongside your positive attitude and the support of our amazing global team, you will serve as an effective escalation point in any aspect of a client’s journey.
You will be primarily responsible for ensuring the smooth operations of your global Client Experience team: supporting team members with client inquiries, serving as a subject matter expert for Flywire payment offerings and products, and reporting on contact reason trends to improve operational efficiency. In addition, you will be responsible for the team’s growth by taking part in regular performance reviews and objective setting.
You will work closely with the Director of Client & Payment Experience team on strategic initiatives and any projects that would help our clients through a ‘frictionless’ experience. Additionally, you will collaborate closely with the Payment Experience, Relationship Management, and Client Optimization teams 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.
- 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 structure, grow, and enhance the Client Experience team aligned with the departmental vision and company direction to promote self service and provide personalized client support
- Drive forward and manage the global team’s daily operations and projects execution
- Support team members in reaching their personal development and team goals
- 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 client support, maintaining connection with both CPE members and other stakeholders for new launches and training material preparation, tracking impact for the related change
Here’s What We’re Looking For:
- 2+ years of experience with leading a team, strong people management skills combined with 5+ years of relevant client facing experience within a SaaS business
- 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 within the role’s scope, being comfortable and composed when either giving or receiving feedback
- Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)
- Great attention to details, sensitive to issues or potential issues and proactively seek for solutions
- Strong analytical skill, able to use data / best judgment to prioritize tasks that have the most value-add impact
- 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.
- Ability to work on a flexible schedule
- Familiarity with Microsoft Office suite and CRM software
- Payment related experience (banking, forex company)
- International experience (preferred)
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
- Be a meaningful part in our success - every FlyMate makes an impact
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in 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 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 40 nationalities across 14 different offices diversity, gender equality, and inclusion are 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.
