Team Lead, Payment Experience, Americas (Customer Support)

Flywire
Boston
Workplace: HybridFull timeUSD 55,000 - 65,000 annuallyFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Communication","Empathy","Customer orientation","Analytical thinking","Adaptability"]

Lead Flywire’s Payment Experience team in the Americas as the first point of contact for payer inquiries. You’ll provide content expertise on payment products, resolve complex issues via phone, chat, and email, and serve as the escalation point for associates. Partner with Client & Payment Experience managers to drive payer experience improvements using data analysis, manage daily operations, and represent the team for regional launches and training updates.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Flywire
Flywire
18 hours ago

Team Lead, Payment Experience, Americas (Customer Support)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 54 minutes agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead Flywire’s Payment Experience team in the Americas as the first point of contact for payer inquiries. You’ll provide content expertise on payment products, resolve complex issues via phone, chat, and email, and serve as the escalation point for associates. Partner with Client & Payment Experience managers to drive payer experience improvements using data analysis, manage daily operations, and represent the team for regional launches and training updates.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide solutions to complex payer issues via phone, chat, and email with speed, professionalism, and empathy
  • •Serve as escalation point and content expert for Flywire payment offerings and products
  • •Use data and context to represent payers internally and identify optimization opportunities within CPE
  • •Drive regional team direction aligned with global direction; plan process optimization and scaling of manual work using data analysis
  • •Manage daily operations and projects execution, including scheduling, training, quality review, and stakeholder coordination for launches

Pay and Benefits

Salary: USD 55,000 - 65,000 annually
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •1-2 years in customer support, with experience informally leading or mentoring teammates
  • •Excellent written and verbal English skills (additional languages like French or Portuguese are a plus)
  • •Customer-oriented mindset to solve difficult requests professionally and empathetically
  • •Strong analytical skills to use data to prioritize high-value impact
  • •Familiarity with Microsoft Office suite and CRM software
Experience:1-2 yearsCustomer supportPaymentsFinancial services
Skills:CommunicationEmpathyCustomer orientationAnalytical thinkingAdaptability
Languages:English
Tech Stack:ZendeskGoogle WorkspaceLookerMicrosoft OfficeCRM

Company Brief

Flywire
Provides a global payments platform and vertical-specific software to enable complex cross-border and domestic receivables for education, healthcare, travel and B2B clients, streamlining payments, reconciliation and receivables workflows.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Boston, United States
Founded: 2009
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor