Team Lead, Payment Experience

The Opportunity:

We at Flywire are seeking a 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 Flywires core business capabilities which alongside your positive attitude and the support of our amazing global team allows you to troubleshoot any aspect of our payers problems. 

As part of this role you will liaise closely with Client & Payment Experience Managers Client & Payment Experience Specialists 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 addition to this you will also drive forward the India 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 Regional Client & Payment Experience Manager in leading the India Payment Experience Team providing feedback on team training needs Associate/Specialist 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.

You will 

• 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 Indian 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 regional CPE Manager to design the India 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 India Payment Experience Team manage the teams 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
• Be the main representative for India Payment Experience Team maintaining connection with both Regional CPE Team and other regional stakeholders for India related new launch and training material preparation tracking impact for the related change

Qualifications :

Heres What Were Looking For:

• 2 years of team supervision experience with at least 5 years in a customer support facing role strong people management skills
• Excellent written and verbal English language skills Fluency in languages used widely in India (Hindi Tamil etc) to support the India market will be a good to have
• 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 teams success and support teammates within the roles 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)

Technologies We Use:

• CRM software (eg. Zendesk) 
• Google Workspace 
• Microsoft Office suite
• Banking and partner back offices 
• Looker

Additional Information :

What We Offer:

• Work with brilliant people that will keep you on your toes learn more about their journeys by checking out #InsideFlywire on social media

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager Peers on the team the VP of the department and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your go-to person for any questions.

Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race colour religion sex pregnancy gender identity national origin age ancestry physical or mental disability sexual orientation genetic disposition or carrier status veteran status or any other category protected under applicable national federal state or local law.

#Li-Hybrid

Remote Work :

No

Employment Type :

Full-time