Team Lead, Payment Experience

Company Description

Are you ready to trade your job for a journey? Become a FlyMate!

Passion, 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.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:

Flywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments. We’ve scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

Today we support more than 5,100 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,400+ global FlyMates, representing more than 40 nationalities, and in 15 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

We, at Flywire, are seeking a Payment Experience Team Lead in India

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 Client & Payment Experience Managers, Client & Payment Experience Specialists and all departments in a fast-paced environment where growth and change are the norm. 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.

You will be primarily responsible for supporting payer enquiries, serving as a content expert for Flywire payment offerings and products. In addition to this, you will also drive forward the India Payment Experience Team and be both the key escalation point for Payment Experience Associates & Specialists and the key voice for payment experience. A Payment Experience Team Lead should support the Regional Client & Payment Experience Manager in leading the India Payment Experience Team, providing feedback on team training needs, Associate/Specialist development plans, payer experience improvements plus anything else that would ultimately help our payers through a ‘frictionless’ experience. You will also support the regional & global Client & Payment Experience function through project work as necessary.

You will

Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy

Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products

Be the voice of Indian payers within Flywire escalating insight within the Client & Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisation

Work with the regional CPE Manager to design the India Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysis

Drive forward the India Payment Experience Team, manage the team’s daily operations and projects execution, support team members in reaching the team goals and in their personal development

Handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review

Be the main representative for India Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for India related new launch and training material preparation, tracking impact for the related change

Qualifications

Here’s What We’re Looking For:

2+ years of team supervision experience with at least 5 years in a customer support facing role, strong people management skills

Excellent written and verbal English language skills, Fluency in languages used widely in India (Hindi, Tamil etc) to support the India market will be a good to have

Customer oriented mindset, able to listen, understand, and find a solution to the most difficult customer requests with professionalism and empathy

Comfortable with multi-tasking; able to work under intense pace and high pressure

Proactive and ambitious learner, able to quickly adapt to the fast changing requirements, remain organized through lots of change and updated materials

The desire to develop leadership skills, to drive a team’s success and support teammates within the role’s scope, being comfortable and composed when either giving or receiving feedback

Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)

Great attention to details, sensitive to issues or potential issues and proactively seek for solutions

Strong analytical skill, able to use data / best judgement to prioritise tasks that have the most value-add impact

Excellent interpersonal and communication skills to enable effective interaction and collaboration within the team and key business stakeholders. Able to adapt the communication style to different audiences.

Ability to work on a flexible schedule

Familiarity with Microsoft Office suite and CRM software

Customer service experience

Payment related experience (banking, forex company)

International experience (preferred)

Technologies We Use:

CRM software (eg. Zendesk)

Google Workspace

Microsoft Office suite

Banking and partner back offices

Looker

Additional Information

What We Offer:

Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media

Submit today and get started!

We 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.

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