Flywire · 16 hours ago
Senior Client Experience Associate
United States
Full-time
Remote
Mid, Senior Level
$50K/yr - $58K/yr
2+ years expFlywire is a company focused on delivering complex payment solutions globally. The Senior Client Experience Associate will provide exceptional service to clients, resolve inquiries, and optimize the use of Flywire products through collaboration with various teams.
Financial ServicesFinTechPaymentsService IndustrySoftware
Responsibilities
Develop an advanced understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users
Address complex client 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 client 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
Collect feedback to better understand client trends - be the voice of the client within Flywire escalating insight to the senior members. Anticipate potential client challenges and proactively suggest solutions
Stay updated on new product features, updates, and company policies to provide accurate and current information to clients
Be inspired to take initiative in new projects that contribute to the greater success of the business
Support in training new team members or cross team training as needed
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 clients needs and company goals with a positive and proactive attitude
Have fun while working hard with a goal-oriented team
Qualification
Required
Fluency in English (Spanish preferred but not required)
2 years of experience in customer support, a background in banking or payments is a plus
Ability to specialize in one or more subject matter areas
Willingness to work flexible working hours and occasional holidays, 40 working hours per week
Demonstrates strong communication skills to resolve issues and maintain customer satisfaction
Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style
Handles escalated customer interactions with professionalism and empathy
Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, and email) and accurately documenting customer interactions and follow-up actions
Possesses skills to learn advanced knowledge of the company's offerings and customer support strategies, with a strong understanding of cross-functional processes and their impact on client support
In-depth familiarity with customer needs, pain points, and common feedback
Utilizes advanced knowledge to resolve complex customer issues and contribute to process improvements
Manages complex customer issues involving multiple factors, requiring creative problem-solving
Analyzes situations to identify root causes and collaborates with Specialists, Senior Specialists, Team Lead and other departments (e.g., tech support) to ensure proper resolution
Proactively identifies potential issues before they escalate, addressing them accordingly
Recommends process and communication improvements based on experience and customer feedback
Actively contributes detailed insights to stakeholders regarding customer feedback, recurring issues, and emerging trends
Exhibits basic project management abilities, including managing small, well-defined tasks or mini-projects
Responsible for tracking progress on assigned tasks and reporting updates to project leads
Analyzes complex data sets to identify patterns and insights, creating basic reports that inform decision-making
Takes an active role in mentoring and training junior team members
Assists in the training and support of newer team members as needed
Benefits
Competitive compensation, including Restricted Stock Units
Employee Stock Purchase Plan (ESPP)
Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
Dynamic & Global Team (we have been collaborating virtually for years!)
Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
Competitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!
Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
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
2026-01-05
2025-12-09
2025-12-04
Company data provided by crunchbase