Payment Experience Associate I

Flywire
Spain
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Problem-solving","Empathy","Cultural awareness","Resilience"]

Serve as the first point of contact for Flywire users, guiding customers through complex payment inquiries and troubleshooting across phone, chat, and email. Build product knowledge to deliver accurate, personalized solutions, conduct proactive payer outreach, and follow up on unresolved requests. Collaborate with internal teams to resolve issues, escalate complex problems, and provide feedback on payer trends using tools like Zendesk and Looker.

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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 users, guiding customers through complex payment inquiries and troubleshooting across phone, chat, and email. Build product knowledge to deliver accurate, personalized solutions, conduct proactive payer outreach, and follow up on unresolved requests. Collaborate with internal teams to resolve issues, escalate complex problems, and provide feedback on payer trends using tools like Zendesk and Looker.
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, and personalized solutions.
  • •Handle customer questions and concerns via phone, chat, email, and applicable channels with speed, professionalism, and empathy.
  • •Proactively reach out to payers to support booking completion and resolve issues.
  • •Solve complex payment problems using software tools and collaborate with team members and other departments.
  • •Conduct daily follow-up on unresolved requests and collect feedback to understand payment issues and payer trends.

Pay and Benefits

Perks:RsusEsppHealth Insurance

Key Requirements

  • •Business proficiency in English and Spanish.
  • •2 years of experience in customer support, with a background in banking or payments as a plus.
  • •Ability to communicate clearly across phone, chat, email, and other channels while accurately documenting interactions and follow-ups.
  • •Comfort handling frontline inquiries using SOPs and basic troubleshooting to resolve routine issues.
  • •Availability to work 11am-7pm, Monday to Friday.
Experience:2+ years
Skills:CommunicationProblem-solvingEmpathyCultural awarenessResilience
Languages:EnglishSpanish
Tech Stack:ZendeskGoogle WorkspaceLookerSlack

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
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