customer service full time

Job Details

Company Description

Are you ready to trade your job for a journey? Become a FlyMate!
Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We’ve got a leading technology platform and a global payments networked that is unrivaled. What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:
Flywire was founded in 2011 by a former international student, who experienced firsthand all the challenges of paying for college from another country—and made it his mission to solve them.
Today, Flywire has applied our next-gen payments platform combined with our proprietary global payments network and vertical software to expand and digitize the payment experience for over 2,250 education, healthcare, travel & B2B clients world-wide, processing more than $7B annually and covering more than... 240 countries and territories globally. And, we’re just getting started!
With over 450 FlyMates distributed across 12 offices world-wide and representing more than 40 nationalities, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:
We, at Flywire, are seeking a Client Experience Specialist! In this role, you will provide support to our clients across a number of products and services. This support will be delivered not only through 1:1 inbound inquiries but also through engaging and educational proactive interactions at both a 1:1 and group level e.g. webinars. You will also serve as an escalation point for payer inquiries when client awareness and/or involvement is required.
Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers and our Cash Management team. Through collaboration you will provide top-notch service to Flywire’s clients resolving their daily inquiries and optimizing their (and their payers') usage of Flywire products.

Provide solutions to complex client issues by phone, chat, and email with speed, professionalism and empathy

Be the first point of contact for non-strategic client inquiries

Be a brand ambassador leaving a positive impression on every interaction

Be an escalation point for our Payment Experience & Support teammates when client context is required, serving as a content expert for client utilization of Flywire Products

Produce written & visual collateral to aid in client education

Support the regional CPE Specialist and Manager as needed with project-related tasks

Collect feedback to better understand client challenges as well as client (and their payer) trends. Be the voice of the client within Flywire escalating insight both within the Client Experience team and beyond

Contribute to the Client Experience function by using data analysis & feedback to identify areas of internal efficiency

Take an active role in identifying content gaps in our external and internal knowledge base, assisting in content creation as needed

Assist with regular administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, meeting preparation, weekly updates & training

Qualifications

Here’s What We’re Looking For:

Fluency in English and French (required)

A keen interest in client support

Consistent high-level execution against support standards

Proven ability to handle even the most difficult customer inquiries efficiently and with empathy

Excellent phone etiquette and the ability to listen, understand and find a solution to complex requests

An interest in data, and an understanding of its importance in driving change

Experience in a multi-channel support environment

Ability to work on a flexible schedule (e.g. shift rotations, public holidays)

International experience (preferred)

Familiarity with CRM software (preferred)

Technologies We Use:

Zendesk

Google Suite

Looker

Additional Information

What We Offer:

Competitive compensation, including stock options

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

WFH Stipend & Digital Disconnect Days

Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Our Hiring Process:
We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (it is not that bad!). Your TA 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

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