Job 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, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,000 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 950+ global FlyMates, representing more than 40 nationalities, and in 14 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, at Flywire, are seeking a part-time Client Experience Senior Associate to fortify our coverage for the Japanese market. In this role, you will provide payment and refund support to our clients across Japan and the APAC region. This support will be delivered through 1:1 inbound inquiries through phone, email, and chat with a focus on root cause analysis and client education. 

Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers, Payment Operations, and Payment Experience. Through collaboration you will provide top-notch service to Flywire’s clients resolving their daily inquiries and optimizing their (and their payer’s) usage of Flywire products. 

• Develop an advanced understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users. 
• Address complex customers' questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire. 
• Carry out proactive payer outreach, as needed, to support the completion of a booking or the resolution of an issue.
• Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments.
• Conduct daily follow-up with previously unresolved requests.
• Collect feedback to better understand client trends - be the voice of the client within Flywire escalating insight to the senior members. Anticipate potential customer challenges and proactively suggest solutions.
• Stay updated on new product features, updates, and company policies to provide accurate and current information to customers.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Support in training new team members or cross team training as needed.
• Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.
• Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.

Qualifications

Here’s What We’re Looking For:

General 

• Business proficiency in English and Japanese. 
• 1 year of experience in customer support, a background in banking or payments is a plus. 
• Ability to specialize in one or more subject matter areas.
• Willingness to work flexible working hours and occasional holidays, 20 working hours per week 

Communication 

• Demonstrates strong communication skills to resolve issues and maintain customer satisfaction.
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style. 
• Handles escalated customer interactions with professionalism and empathy.
• Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, and email) and accurately documenting customer interactions and follow-up actions. 

Knowledge and Application 

• Possesses skills to learn advanced knowledge of the company’s offerings and customer support strategies, with a strong understanding of cross-functional processes and their impact on client support. 
• In-depth familiarity with customer needs, pain points, and common feedback.

Problem Solving 

• Utilizes advanced knowledge to resolve complex customer issues and contribute to process improvements.
• Manages complex customer issues involving multiple factors, requiring creative problem-solving. 
• Analyzes situations to identify root causes and collaborates with Specialists, Senior Specialists, and other departments (e.g., tech support) to ensure proper resolution.
• Proactively identifies potential issues before they escalate, addressing them accordingly. Recommends process and communication improvements based on experience and customer feedback.

Data Analytics 

• Actively contributes detailed insights to stakeholders regarding customer feedback, recurring issues, and emerging trends.

Projects 

• Exhibits basic project management abilities, including managing small, well-defined tasks or mini-projects.
• Assists in the training and support of newer team members as needed.

Technologies We Use :

• Zendesk
• Google Suite
• Looker

Additional Information

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 40 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 we’re excited to watch our unique culture evolve with each new hire.

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