Flywire
FinTech
TeamLead,PaymentExperience,Americas
“Team Lead, Payment Experience, Americas at Flywire. Skills: Payment experience, Customer support leadership, Payer support. Provide solutions to complex issues for payers. Be the escalation point for teammates”
What You'll Achieve.
Help our payers through a 'frictionless' experience; Optimise our process; Drive efficiency and scaling of manual work
Industry & Context.
Troubleshoot any aspect of payer's problems; Root cause analysis
What They're Looking For.
Must Have
4+ years in customer support, Informally leading or mentoring teammates, Excellent written and verbal English, Customer oriented mindset, Able to listen, understand, and find a solution, Comfortable with multi-tasking, Able to work under intense pace, Take ownership & accountability, Great attention to details, Sensitive to issues or potential issues, Proactively seek for solutions, Analytical skill, Able to use data / best judgement, Prioritize tasks that have the most value-add impact, Excellent interpersonal and communication skills, Effective interaction and collaboration, Adapt the communication style to different audiences, Ability to work on a flexible schedule, Familiarity with Microsoft Office suite, Familiarity with CRM software, Customer service experience, Payment related experience, International experience
Nice to Have
Additional language (eg. French, Portuguese) is a plus, International experience
What You'll Do.
Provide solutions to complex issues for payers
Be the escalation point for teammates
Serve as a content expert for Flywire payment
Be the voice of payers within Flywire
Escalate insight within the Client & Payment Experience
Design the regional Payment Experience team directions
Make plan to optimise our process
Drive efficiency and scaling of manual work
Manage the team’s daily operations
Manage projects execution
Support team members in reaching team goals
Support team members in personal development
Handle regular team administrative tasks
Create monthly schedules for live contact support
Create schedules for scheduled tasks
Provide weekly updates
Conduct quality review
Be the main representative for regional Payment Experience
Maintain connection with Regional CPE Team
Maintain connection with other regional stakeholders
Prepare regional related new launch material
Prepare training material
Track impact for the related change
How You'll Work.
Team & Collaboration
Liaise with Client & Payment Experience Managers; Liaise with other regional team leads; Liaise with Central Service team; Liaise with all departments; Work with the CPE Managers; Connection with Regional CPE Team; Connection with other regional stakeholders
Communication Scope
Written communication; Verbal communication; International communication
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