Flywire · 2 days ago
Payment Experience Associate I (Portuguese Speaker)
United States
Full-time
Remote
Entry Level
$40K/yr - $48K/yr
3+ years expFlywire is a global payments enablement and software company on a mission to deliver complex payments solutions. The Payment Experience Associate I will serve as the first point of contact for customers, assisting them with their payment inquiries and providing personalized solutions while collaborating across departments.
Financial ServicesFinTechPaymentsService IndustrySoftware
Responsibilities
Develop a substantial understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users
Address complex 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
Carry out proactive payer outreach, as needed, to support the completion of a booking or the resolution of an issue
Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments
Conduct daily follow-up with previously unresolved requests
Handle escalations from Associate I, ensuring customer satisfaction
Collect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members
Stay updated on new product features, updates, and company policies to provide accurate and current information to customers
Be inspired to take initiative in new projects that contribute to the greater success of the business
Support in training new team members as needed and guide Associate I in best practices
Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves
Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude
Have fun while working hard with a goal-oriented team
Qualification
Required
Business proficiency in English and Portuguese
3 years of experience in customer support, a background in banking or payments is a plus
Ability to work business hours aligned with the US Pacific Time zone
Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style
Demonstrates 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
Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions
Demonstrates ability to train and gain substantial understanding of Flywire products and payment methods, applying knowledge and skills to handle a broad range of tasks
Possesses knowledge of more complex customer scenarios and a wider array of solutions, with an understanding of customer feedback mechanisms and their role in service improvement
Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations
Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation
Collects and reports customer feedback, identifying recurring themes and issues
Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery
Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends
Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support
Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge
Demonstrates the ability to work independently while offering guidance to peers when necessary
Assists in the training and support of newer team members as needed
Benefits
Restricted Stock Units
Employee Stock Purchase Plan (ESPP)
Flying Start - Our immersive Global Induction Program
Wellbeing Programs (Mental Health, Wellness)
Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
Great Talent & Development Programs
Company
Flywire
Flywire is a payments enablement and software company that simplifies complex payments for its clients and their customers.
1001-5000 employees
H1B Sponsorship
Flywire has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (6)
2023 (7)
2022 (18)
2021 (7)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$583.3MKey Investors
Goldman SachsTemasek HoldingsBain Capital Ventures
2023-08-09Post Ipo Equity· $260.1M
2021-05-26IPO
2021-03-04Series F· $60M
Leadership Team
Mike Massaro
Chief Executive Officer
David King
Chief Technology Officer
Recent News
2025-12-09
2025-12-04
Company data provided by crunchbase