Payment Experience Associate I

Flywire
Spain
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Problem-solving","Cultural awareness","Proactiveness"]

Serve as the first point of contact for Flywire payers, guiding customers through complex payment issues with empathy and professionalism. You’ll handle inquiries across phone, chat, email, and messaging channels, conduct proactive payer outreach, follow up on unresolved requests, and use tools like Zendesk, Looker, and Google Workspace to troubleshoot and escalate more complex problems. This hybrid Valencia role involves global communication and collaboration across departments.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Flywire
Flywire
4 days ago

Payment Experience Associate I

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Serve as the first point of contact for Flywire payers, guiding customers through complex payment issues with empathy and professionalism. You’ll handle inquiries across phone, chat, email, and messaging channels, conduct proactive payer outreach, follow up on unresolved requests, and use tools like Zendesk, Looker, and Google Workspace to troubleshoot and escalate more complex problems. This hybrid Valencia role involves global communication and collaboration across departments.
Location: Spain
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Develop a thorough understanding of company products, services, and policies to provide accurate, efficient, personalized solutions.
  • •Handle customer questions and concerns via phone, chat, email, and applicable channels, acting as a brand ambassador.
  • •Carry out proactive payer outreach to support booking completion and resolve issues.
  • •Solve complex payment problems using software tools and collaborating with team members and other departments.
  • •Conduct daily follow-up on unresolved requests and collect feedback to escalate payer insights to senior team members.

Pay and Benefits

Perks:EquityRemote Work

Key Requirements

  • •Business proficiency in English and French or Portuguese.
  • •2 years of experience in customer support; banking or payments background is a plus.
  • •Availability to work 11am-7pm, Monday to Friday.
  • •Strong written and verbal communication across phone, chat, and email, with accurate documentation and follow-up.
  • •Ability to troubleshoot routine inquiries using SOPs and to escalate more complex issues to higher support levels.
Experience:Customer supportBankingPayments
Skills:CommunicationEmpathyProblem-solvingCultural awarenessProactiveness
Languages:English (UK)FrenchPortuguese
Tech Stack:ZendeskGoogle WorkspaceLookerSlackWeChatWhatsApp

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