Flywire is looking for a Payment Experience Associate I (French Speaker) to serve as the first point of contact for our customers. In this role, you will troubleshoot complex payment inquiries, guide customers through the payment process, and act as a brand ambassador. This position offers a strong foundation to build a career within Flywire.
What You'll Do
- Develop a substantial understanding of Flywire's products, services, and policies to provide accurate, efficient, and personalized solutions.
- Address complex customer questions and concerns by phone, chat, or email with speed, professionalism, and empathy.
- Carry out proactive payer outreach to support the completion of bookings or the resolution of issues.
- Solve complex payment problems using different software tools and collaborating closely with team members.
- Conduct daily follow-up on previously unresolved requests.
- Handle escalations from Associate I team members, ensuring customer satisfaction.
- Collect feedback to understand payment issues and payer trends, escalating insights to senior members.
- Stay updated on new product features, updates, and company policies.
- Take initiative in new projects that contribute to the greater success of the business.
- Support in training new team members and guide Associate I in best practices.
- Be highly flexible and open to change in job responsibilities, processes, and procedures.
- Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive attitude.
What We're Looking For
- Business proficiency in English and French.
- 3 years of experience in customer support.
- Ability to work business hours aligned with the Eastern Time zone.
- Experience communicating with a global customer base or an empathetic, culturally-aware communication style.
- Strong written and verbal communication skills, confidently engaging with customers across all contact channels.
- Proficient in using positive language to de-escalate potential conflicts.
- Demonstrates ability to train on and gain substantial understanding of Flywire products and payment methods.
- Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
- Collects and reports customer feedback, identifying recurring themes and issues.
- Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support.
Nice to Have
- Background in banking or payments.
- Strong preference for candidates based in the Greater Toronto or Montreal area.
- Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge.
Team & Environment
You'll liaise closely with all departments.
Benefits & Compensation
- Competitive compensation
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Global Induction Program
- Wellbeing Programs (Mental Health, Wellness)
- Competitive time off including FlyBetter Days to volunteer and Digital Disconnect Days
- Great Talent & Development Programs
Work Mode
This is a remote position.
Flywire is an equal opportunity employer.
