Payment Experience Associate

We, at Flywire, are seeking a Payment Experience Associate: remote and part-time position providing weekend support 17 -25 hours work week. To be considered for this position candidates need to reside in, and be eligible to work in Canada.

Payment 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.

As part of this role, 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 payer inquiries. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. Strong written and verbal communication skills are also required. The role offers a strong base to build a career within Flywire.

• Handle customers' questions and concerns by phone, chat, and email with speed, professionalism and empathy
• Be a brand ambassador and make a positive first impression of Flywire
• Provide efficient and personalized solutions to Flywire users
• Carry out proactive payer outreach, as needed, to support the completion of a booking
• Collect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to Experience Specialists
• Conduct daily follow-up with previously unresolved requests
• Find ways to make our services more convenient for payers
• Be inspired to take initiative in new projects
• Have fun while working hard with a goal-oriented team

Here’s What We’re Looking For:

• Availability to work 11AM -7PM EST or 12PM/ 8PM EST every Saturday and Sunday. Option to work 1 day a week based on need and availability.
• Must attend weekly staff meeting on Wednesdays from 10AM-11AM EST. A 30 minute manager meeting is required twice a month but can be scheduled based on availability.
• Fluency in English(required); French, Hindi or Spanish is a plus
• Excellent phone etiquette and the ability to listen, understand, and find a solution to complex customer requests
• The desire to talk to customers on a daily basis
• An interest in data, and an understanding of its importance in driving change
• Comfortable multi-tasking; ability to perform under pressure
• Ability to work on weekends and public holidays
• International experience (preferred)
• Familiarity with CRM software (preferred)

Technologies We Use:

• Zendesk
• Google Suite
• Looker

What We Offer:

• Competitive compensation
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Be a meaningful part in our success - every Flymate makes an impact

Job Type: Part-time

Pay: $20.00 per hour

Expected hours: 17 – 25 per week

Benefits:

• Casual dress
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Every Weekend

Application question(s):

• Are you available 11AM -7PM EST or 12PM/ 8PM EST every Saturday and Sunday?
• Are you able attend weekly staff meeting on Wednesdays from 10AM-11AM EST?
• Can you be available 20-40 hours each week in April for training?

Experience:

• Customer service: 1 year (preferred)

Language:

• English (required)
• French (preferred)
• Hindi (preferred)
• Spanish (preferred)

Work Location: Remote