Payment Experience Associate I

Payment Experience Associate I Valencia

Work for a global payments leader consistently ranked as one of the best companies to work for.

The Opportunity

At Flywire Payment Experience roles arent your typical support jobs. As the first point of contact for our payers youll be equipped with deep knowledge of our products and services the backing of a global team and the freedom to solve complex payment challenges.

Based in Valencia youll guide customers through their payment journey uncovering their needs and delivering solutions that leave a lasting positive impression. Every interaction is international fast-paced and varied making empathy resilience and curiosity essential. This role is also a fantastic launchpad for building a career across Flywire.

Key Responsibilities

You will:

• Become an expert on Flywires products services and policies to deliver accurate personalised solutions.
• Support payers across phone chat email and messaging apps always with speed empathy and professionalism.
• Carry out proactive outreach to help payers complete their booking or resolve issues.
• Troubleshoot complex payment problems using multiple tools collaborating with colleagues across departments.
• Follow up on unresolved requests to ensure swift resolution.
• Act as the voice of the payer sharing insights and trends with senior team members.
• Stay up to date on product updates features and policies.
• Take initiative on new projects and contribute to the teams success.
• Embrace change and growth with a positive proactive mindset.
• Work hard have fun and be part of a goal-oriented global team.

Working Hours

Schedule: Monday to Friday 11:00 AM 7:00 PM (CET).
There is flexibility to start later (e.g. 12:00 PM or 1:00 PM) 

Qualifications :

What Were Looking For

Languages & Experience

• Business proficiency in English and either French or Portuguese.
• 2 years experience in customer support (banking or payments background a strong plus).
• Strong work ethic with a passion for learning and taking on new challenges.

Communication

• Excellent written and verbal skills across all channels (phone chat email WhatsApp WeChat etc.).
• Confident working with a global customer base and culturally aware in your approach.
• Effective communicator and collaborator with internal teams worldwide.

Knowledge & Application

• Comfortable applying standard processes and SOPs to resolve routine issues.
• Maintains current knowledge of Flywires offerings to provide accurate information.

Problem Solving

• Skilled at using troubleshooting techniques and guidelines to resolve frontline issues.
• Knows when to escalate complex cases and uses active listening to understand customer needs.

Data & Detail

• Accurate with data entry and basic reporting keeping payer records and insights organised.

Tools We Use

• Zendesk
• Google Workspace
• Banking & partner back offices
• Looker

Additional Information :

What We Offer:

• Competitive compensation including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program
• 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) 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

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. With over 30 nationalities across 12 different offices and diversity and inclusion at the core of our people agenda we believe our FlyMates are our greatest asset and were excited to watch our unique culture evolve with each new hire. #LI-Remote

Flywire is an equal opportunity employer.

#LI-Hybrid

Remote Work :

Yes

Employment Type :

Full-time