ppbAre you ready to trade your job for a journey? Become a FlyMate! /b /p pPassion, excitement global collaboration are all core to what it means to be a FlyMate. At Flywire, we're on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world. /p pWhat more do we need to truly be unstoppable? Perhaps, that is you! /p pbr/bWho we are: /b /p pFlywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology. /p pToday, we've digitized payments for more than 3,300+ global clients across education, healthcare, travel B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we're just getting started! /p pWith over 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we're looking for FlyMates to join the next stage of our journey as we continue to grow. /p h3Job Description /h3 pbThis role is a Valencia office / hybrid role. Please bear this in mind! /b /p pPayment Experience roles at Flywire are not your typical 'support' roles. As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire's core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer's problems. /p pAs part of this role, you will be the first person customers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Payment Experience Associate is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries. You're highly skilled at uncovering customers' needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. The role offers a strong base to build a career within Flywire. /p pYou will /p ul liDevelop a thorough understanding of the company's products, services, and policies to provide accurate, efficient and personalised solutions to Flywire users.



/li liHandle customers' questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire. /li liCarry out proactive payer outreach, as needed, to support the completion of a booking or the resolution of an issue. /li liSolve complex payment problems utilizing different software tools and collaborating closely with team members and other departments. /li liConduct daily follow-up with previously unresolved requests. /li liCollect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members. /li liStay updated on new product features, updates, and company policies to provide accurate and current information to customers. /li liBe inspired to take initiative in new projects that contribute to the greater success of the business. /li liBe highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves. /li liTake on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude. /li liHave fun while working hard with a goal-oriented team. /li /ul h3Qualifications /h3 pbHere’s What We’re Looking For: /b /p ul liBusiness proficiency in English and French or Portuguese. /li li2 years of experience in customer support, a background in banking or payments is a plus. /li liStrong work ethic focused on learning and effectively performing assigned tasks. /li liAvailability to work 11am-7pm, Monday to Friday. /li /ul pbCommunication /b /p ul liDemonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions. /li liExperience communicating with a general customer base and/or demonstrate an empathetic and cultural-aware communication style.



/li liEfficient communication with internal teams and demonstrate integral collaboration. /li /ul pbKnowledge Application /b /p ul liCapable of addressing straightforward and routine customer issues by adhering to established guidelines and standard operating procedures (SOPs). /li liMaintains up-to-date knowledge of products and services to provide accurate and reliable information to customers. /li /ul pbProblem Solving /b /p ul liFamiliar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline customer inquiries across multiple channels and platforms. /li liProactiveness and to elevate more complex issues to higher levels of support, utilizing active listening skills to fully understand and respond to customer queries. /li /ul pbData Analysis /b /p ul liResponsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from customer interactions. /li /ul pbTechnologies We Use: /b /p ul liGoogle Workspace /li liBanking and partner back offices /li liLooker /li liSlack /li /ul h3Additional Information /h3 pWe Offer: /p ul liEmployee Stock Purchase Plan (ESPP) /li liWork with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media /li liDynamic Global Team (we have been collaborating virtually for years!) /li liWellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates /li liBe a meaningful part in our success - every FlyMate makes an impact /li liCompetitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days! /li liWork From Home Stipend /li liGreat Talent Development Programs (Managers Taking Flight – for new or aspiring managers!) /li /ul pWe are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your "go-to" person for any questions. /p pFlywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we're excited to watch our unique culture evolve with each new hire. /p pFlywire is an equal opportunity employer. /p p#LI-Hybrid /p /p #J-18808-Ljbffr

📌 Payment Experience Associate I (Valencia)
🏢 Flywire
📍 Valencia