Team Lead, Payment Experience, Americas (Customer Support)

Flywire
Boston
Workplace: HybridFull timeUSD 55,000 - 65,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Customer orientation","Empathetic communication","Multitasking","Adaptability","Analytical thinking"]

Lead the Payment Experience team across the Americas, serving as a first point of contact for payer enquiries and a content expert on Flywire payment offerings. You’ll resolve complex issues via phone, chat, and email; escalate themes and insights using data; and drive process improvements, scaling, and training/quality operations. You’ll also partner with Client & Payment Experience Managers and stakeholders on launches and optimization to create a frictionless payer experience.

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Flywire
Flywire
1 day ago

Team Lead, Payment Experience, Americas (Customer Support)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead the Payment Experience team across the Americas, serving as a first point of contact for payer enquiries and a content expert on Flywire payment offerings. You’ll resolve complex issues via phone, chat, and email; escalate themes and insights using data; and drive process improvements, scaling, and training/quality operations. You’ll also partner with Client & Payment Experience Managers and stakeholders on launches and optimization to create a frictionless payer experience.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide solutions to complex payer issues via phone, chat, and email with speed, professionalism, and empathy.
  • •Act as an escalation point and content expert for Payment Experience Associates & Specialists.
  • •Use data and context to surface payer experience insights within the Client & Payment Experience team and drive optimization opportunities.
  • •Partner with CPE Managers to define regional team directions, improve processes, drive efficiency, and scale manual work using data analysis.
  • •Manage daily team operations and projects execution, including schedules, weekly updates, training, and quality reviews.

Pay and Benefits

Salary: USD 55,000 - 65,000 annually
Perks:EsppWellness Stipend

Key Requirements

  • •4+ years in customer support, with experience informally leading or mentoring teammates.
  • •Excellent written and verbal English communication skills; additional language (e.g., French, Portuguese) is a plus.
  • •Customer-oriented mindset to understand and professionally resolve difficult customer requests with empathy.
  • •Ability to multitask in a fast-paced, high-pressure environment and stay organized through changing requirements.
  • •Strong analytical skills to use data/best judgment to prioritize high-impact work; familiarity with Microsoft Office suite and CRM software.
Experience:Customer supportPaymentsBankingForexFinancial servicesInternational experience
Skills:Customer orientationEmpathetic communicationMultitaskingAdaptabilityAnalytical thinking
Languages:EnglishFrenchPortuguese
Tech Stack:ZendeskGoogle WorkspaceMicrosoft OfficeCRM softwareLooker

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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