Team Lead, Global Client 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, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.

Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world.  And, we’re just getting started!

With over 1,200+ global FlyMates, representing more than 40 nationalities, and in 12 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 are seeking a Global Team Lead, Client Experience to drive success and team efficiency while ensuring exceptional client support. You will be equipped with comprehensive knowledge of Flywire's core business capabilities. Alongside your positive attitude and the support of our amazing global team, you will serve as an effective escalation point in any aspect of a client’s journey. 

You will be primarily responsible for ensuring the smooth operations of your global Client  Experience team: supporting team members with client inquiries, serving as a subject matter expert for Flywire payment offerings and products, and reporting on contact reason trends to improve operational efficiency. In addition, you will be responsible for the team’s growth by taking part in regular performance reviews and objective setting. 

You will work closely with the Director of Client & Payment Experience team on strategic initiatives and any projects that would help our clients through a ‘frictionless’ experience. Additionally, you will collaborate closely with the Payment Experience, Relationship Management, and Client Optimization teams 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. 

• 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 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 CPE Managers to structure, grow, and enhance the Client Experience team aligned with the departmental vision and company direction to promote self service and provide personalized client support 
• Drive forward and manage the global team’s daily operations and projects execution
• Support team members in reaching their personal development and team goals
• 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 client support, maintaining connection with both CPE members and other stakeholders for new launches and training material preparation, tracking impact for the related change

Qualifications

Here’s What We’re Looking For:

• 2+ years of experience with leading a team, strong people management skills combined with 5+ years of relevant client facing experience within a SaaS business
• 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, sensitiv