Senior Team Lead, Payment Experience, India

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 and, in China, Flywire partners with licensed payment partners to provide payment services to Chinese users of the Flywire platform.

Today we support more than 5,300 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.

The Opportunity

We, at Flywire, are seeking a Senior 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, other regional team leads, Central Service team 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 regional 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 Client & Payment Experience Managers in leading the regional Payment Experience Team, providing feedback on team training needs, regional teammates 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.

Technologies We Use

- Zendesk
- Google Workspace
- Banking and partner back offices
- Looker

Responsibilities

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.; Champion the delivery of high-quality customer interactions by setting standards and ensuring adherence to best practices and solving the most difficult customer requests with professionalism and empathy.; Work with the CPE Managers to design the regional 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 regional 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; Manage and guide a team of specialized professionals and leaders overseeing a group of individuals. Provide mentorship, coaching, and performance feedback to ensure the team meets its individual and collective goals. Foster a positive and collaborative team culture, promoting continuous learning and growth.; Be the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change. Ensure alignment of team objectives with regional and global goals.

Requirements

3+ years of team supervision experience with at least 6 years in a customer support facing role, strong people management skills; Excellent written and verbal English language skills, additional language is a plus; Ability to solve 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)

Benefits

Competitive compensation; Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams); Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media; Dynamic & Global Team (we have been collaborating virtually for years!); Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates; Be a meaningful part in our success - every FlyMate makes an impact; Competitive time off including FlyBetter Days to volunteer in a cause you believe in and; Digital Disconnect Days!; Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)