Payment Experience Associate I

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

Serve as the first point of contact for Flywire’s payers, guiding customers through complex payment inquiries with speed, professionalism, and empathy. Use strong product and policy knowledge to troubleshoot issues across multiple channels (phone, chat, email, and others), handle follow-ups, and escalate more complex cases. Collaborate with internal teams to resolve problems, capture payer trends, and stay current with new product updates.

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Flywire
Flywire
4 days ago

Payment Experience Associate I

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Serve as the first point of contact for Flywire’s payers, guiding customers through complex payment inquiries with speed, professionalism, and empathy. Use strong product and policy knowledge to troubleshoot issues across multiple channels (phone, chat, email, and others), handle follow-ups, and escalate more complex cases. Collaborate with internal teams to resolve problems, capture payer trends, and stay current with new product updates.
Location: Spain
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Develop a thorough understanding of Flywire’s products, services, and policies to provide accurate, efficient solutions.
  • •Handle customer questions and concerns via phone, chat, email, and other contact channels, serving as a brand ambassador.
  • •Proactively reach out to payers as needed to support booking completion and issue resolution.
  • •Solve complex payment problems using software tools and collaborate with team members and other departments.
  • •Conduct daily follow-ups on unresolved requests and collect feedback on payer trends to escalate insights.

Pay and Benefits

Perks:Equity

Key Requirements

  • •Business proficiency in English and Spanish.
  • •2 years of experience in customer support, with a background in banking or payments a plus.
  • •Availability to work 11am-7pm, Monday to Friday.
  • •Strong written and verbal communication skills across phone, chat, email, and other channels, with accurate documentation.
  • •Ability to address routine customer issues using established guidelines/SOPs and perform basic troubleshooting.
Experience:Customer supportBankingPayments
Skills:EmpathyCultural awarenessResilienceProblem-solvingActive listening
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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