Service Consultant Associate I jobs at Flywire in China, Shanghai

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’ve digitized payments for more than 4,900+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 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 motivated and hardworking Partner Relations Consultant - Associate, Pay-Ins to manage and streamline the payment process in Flywire. In this role, you will work to optimize current partner relationships and identify areas for improvement. This individual will support both the Payment Operations, CMT Payouts and Customer Support Teams, and serve as a subject matter on the market.

Key responsibilities:

• Consult and assist Flywire Operations Teams in matching incoming payments against partner requests
• Conduct daily follow-up with internal and external teams for unsolved processing issues
• Assist Flywire to conduct Payer KYC
• Assist Flywire to make account receivables reports
• Assist Flywire to leverage qualitative and quantitative feedback to inform decision-making

Here's what we are looking for:

• BS/BA is preferred
• A financial services or operations background is required
• 1 -2 years relevant working experience
• Experience working in a professional and multi-cultural office environment
• The ability to build processes, identifying inefficiencies and potential risks
• Working proficiency in Excel and other online tools (Google Apps, Jira, etc.)
• Proficiency in Chinese and fluency in English (required), other languages are a plus
• Excellent written and verbal communication skills
• Excellent analytical and problem-solving skills
• Strong attention to details
• An appetite for continuous learning
• Experience with data analysis tools like Looker will be advantageous in this role

What We Offer:

• Competitive compensation, including Restricted Stock Units
• 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!)

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 diversity, gender equality, and inclusion are 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. #Li-Hybrid

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’ve digitized payments for more than 4,600+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

We, at Flywire, are looking for an experienced Sr. Software Engineer I, ideally with a background in FinTech product oriented companies. Your primary responsibility will be to build and maintain the main payment experience for our platform that supports the money movement of our industry leading payment engine moving hundreds of millions for thousands of users everyday.

You will join a team responsible for designing new features and enhancing existing ones to boost engagement, conversion rates, speed, cost efficiency and scalability of our product. Thus, a commitment to collaborative problem solving, pragmatic design, building quality products and to convey the sensation that the product is the responsibility of all the team is essential. You will be responsible for ensuring high quality code in a team defined timeframe working both in the frontend and backend of our product.

• Write clean, high quality, testable, secure, maintainable and extendable code
• Solve items such as challenging bugs and production issues within the development environment
• Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
• Drive change and improvement in all phases of the development lifecycle
• Ensure the best possible performance, quality, and responsiveness of the applications
• Contribute to the product vision by collaborating with multiple stakeholders and teams across engineering, product and design.
• Work collaboratively with teams across the globe by understanding their needs
• Help your fellow developers to continue growing their skills

Here’s What We’re Looking For:

• 5 years of experience as Software Engineer focused on Frontend development
• Experience in Fintech and product driven companies or the payment industry will be appreciated
• Hands-on experience building and maintaining React based SPAs and ideally with Flywire’s technology stack
• Experience in designing, developing and supporting scalable, performant and reliable web applications and distributed systems
• Seasoned in techniques such TDD and BDD
• Proficient working with continuous integration and delivery (CI/CD)
• Experience in Web Accessibility principles
• Hands-on experience building and maintaining Javascript libraries is a plus
• Understanding of o11y principles and tools
• Strong understanding of object-oriented fundamentals
• Great understanding of the other disciplines in the cross functional team: QAs, Product and SREs
• Fluent in English, as it is the company’s working language
• The ability to deliver high quality code and learn quickly
• Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams including product and support

Technologies We Use:

• React
• Typescript, JavaScript, HTML5, CSS3 and Tailwind CSS
• Jest, Playwright
• Redux
• Webpack
• Nginx
• Docker
• AWS
• Gitlab

What We Offer:

• Competitive compensation, including Restricted Stock Units
• 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!)

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 diversity, gender equality, and inclusion are 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.

#LI-Hybrid

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’ve digitized payments for more than 4,600+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 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 looking for an experienced
Sr. Software Engineer I , ideally with a background in FinTech product oriented companies. Your primary responsibility will be to build and maintain the main payment experience for our platform that supports the money movement of our industry leading payment engine moving hundreds of millions for thousands of users everyday.

You will join a team responsible for designing new features and enhancing existing ones to boost engagement, conversion rates, speed, cost efficiency and scalability of our product. Thus, a commitment to collaborative problem solving, pragmatic design, building quality products and to convey the sensation that the product is the responsibility of all the team is essential. You will be responsible for ensuring high quality code in a team defined timeframe working both in the frontend and backend of our product.

• Write clean, high quality, testable, secure, maintainable and extendable code
• Solve items such as challenging bugs and production issues within the development environment
• Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
• Drive change and improvement in all phases of the development lifecycle
• Ensure the best possible performance, quality, and responsiveness of the applications
• Contribute to the product vision by collaborating with multiple stakeholders and teams across engineering, product and design.
• Work collaboratively with teams across the globe by understanding their needs
• Help your fellow developers to continue growing their skills

Here’s What We’re Looking For:

• 3-5 years of experience as Software Engineer focused on Frontend development
• Experience in Fintech and product driven companies or the payment industry will be appreciated
• Hands-on experience building and maintaining React based SPAs and ideally with Flywire’s technology stack
• Experience in designing, developing and supporting scalable, performant and reliable web applications and distributed systems
• Seasoned in techniques such TDD and BDD
• Proficient working with continuous integration and delivery (CI/CD)
• Experience in Web Accessibility principles
• Hands-on experience building and maintaining Javascript libraries is a plus
• Understanding of o11y principles and tools
• Strong understanding of object-oriented fundamentals
• Great understanding of the other disciplines in the cross functional team: QAs, Product and SREs
• Fluent in English, as it is the company’s working language
• The ability to deliver high quality code and learn quickly
• Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams including product and support

What We Offer:

• Competitive compensation, including Restricted Stock Units
• 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!)

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 diversity, gender equality, and inclusion are 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.

#LI-Hybrid

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’ve digitized payments for more than 4,500+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,200+ global FlyMates, representing more than 40 nationalities, and in 12 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 looking for a forward-thinking, motivated, and driven Relationship Associate (RA) to drive the delivery and execution of our solution to partner Education Agents in APAC; this individual will work to continuously improve and expand our client relationships in an effort to retain and maximize the value of these partnerships.

The Relationship Associate will work with the Senior Director, Agent Partnerships in the execution of strategies and tactics designed to increase payer growth, uncover new business with existing clients, improve retention, increase revenue, uncover opportunities for improvement, provide accurate and timely issue resolution and assure clients promote the Flywire Payment Solution.

Key Responsibilities

• Initiate dialog and establish relationships with crucial points of contact
• Create strategic account plans for each client and groups of clients to maximize utilization, growth and revenue
• Manage new client on-boarding process
• Present products and services to clients in an informative, educational, and consultative manner
• Organize materials and plan territory maps for marketing plans
• Drive revenue/payer/money moved growth activities and objectives
• Maintain effective communications with client administrators across multiple offices
  

The role will report to the Relationship Manager Lead - China East Region

Here’s What We’re Looking For:

• BS/BA in Business, Communications, or Marketing
• 2-3 years of experience in sales or client relationship management
• Willingness to travel (less than 10%)
• Excellent written and verbal communication skills
• Proficient presentation skills: ability to address all levels including senior executives
• Strong attention to detail, time management and organizational skills
• Excellent interpersonal, analytical and planning skills
• Problem Solving and project management skills
• The ability to work alone as well as part of a team
• Experience in Higher Education Industry (advantageous)
• Salesforce experience (plus)
• Chinese Speaking is a requirement in order to speak to clients within the APAC region

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• 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!)

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 diversity, gender equality, and inclusion are 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.

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’ve digitized payments for more than 4,500+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 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
Service Consultant - Associate I.

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 be the first person payers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Service Consultant is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries. You're highly skilled at uncovering payers’ needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. The role offers a strong base to build a career within Flywire.

You will

• Assist in developing a thorough understanding of Flywire’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Handle payers 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 payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members.
• Stay updated on new product features, updates, and Flywire policies to provide accurate and current information to payers.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Be highly flexible and open to change in job responsibilities, processes, and procedures as Flywire grows and evolves.
• Take on new responsibilities and adapt to shifts in payer needs and Flywire goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.

Here’s What We’re Looking For:

General

• Fluency in English and Mandarin to effectively support our payers across both global and local markets.
• 2 years of experience in customer support, a background in banking or payments is a plus.
• Strong work ethic focused on learning and effectively performing assigned tasks.

Communication

• Demonstrates strong written and verbal communication skills, confidently engaging with payers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting payer interactions and follow-up actions.
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
• Efficient communication with internal teams and demonstrate global collaboration.

Knowledge & Application

• Possesses a foundational understanding of Flywire’s products, services, and support processes.
• Capable of addressing straightforward and routine payer issues by adhering to established guidelines and standard operating procedures (SOPs).
• Maintains up-to-date knowledge of products and services to provide accurate and reliable information to customers.

Problem Solving

• Familiar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline customer inquiries across multiple channels and platforms.
• Proactiveness and to escalate more complex issues to higher levels of support, utilizing active listening skills to fully understand and respond to customer queries.

Data Analysis

• Responsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from payer interactions.

Technologies We Use:

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

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• 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!)

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 diversity, gender equality, and inclusion are 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.

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’ve digitized payments for more than 4,500+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

We, at Flywire, are seeking a
Service Consultant - Associate I.

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 be the first person payers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Service Consultant is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries. You're highly skilled at uncovering payers’ needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. The role offers a strong base to build a career within Flywire.

You will

• Assist in developing a thorough understanding of Flywire’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Handle payers 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 payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members.
• Stay updated on new product features, updates, and Flywire policies to provide accurate and current information to payers.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Be highly flexible and open to change in job responsibilities, processes, and procedures as Flywire grows and evolves.
• Take on new responsibilities and adapt to shifts in payer needs and Flywire goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.

Here’s What We’re Looking For:

General

• Fluency in English, Mandarin and Cantonese to effectively support our payers across both global and local markets.
• Business proficiency in English and additional languages as a plus.
• 2 years of experience in payer support, a background in banking or payments is a plus.
• Strong work ethic focused on learning and effectively performing assigned tasks.

Communication

• Demonstrates strong written and verbal communication skills, confidently engaging with payers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting payer interactions and follow-up actions.
• Experience communicating with a global payer base and/or demonstrate an empathetic and cultural-aware communication style.
• Efficient communication with internal teams and demonstrate global collaboration.

Knowledge & Application

• Possesses a foundational understanding of the Flywire’s products, services, and support processes.
• Capable of addressing straightforward and routine payer issues by adhering to established guidelines and standard operating procedures (SOPs).
• Maintains up-to-date knowledge of products and services to provide accurate and reliable information to payers.

Problem Solving

• Familiar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline payer inquiries across multiple channels and platforms.
• Proactiveness and to escalate more complex issues to higher levels of support, utilizing active listening skills to fully understand and respond to payer queries.

Data Analysis

• Responsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from payer interactions.

Technologies We Use:

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

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• 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!)

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, senior stakeholders that you will partner with, 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 14 different offices diversity, gender equality, and inclusion are 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.

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’ve digitized payments for more than 4,500+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 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
Service Consultant - Associate I.

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 be the first person payers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Service Consultant is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries. You're highly skilled at uncovering payers’ needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. The role offers a strong base to build a career within Flywire.

You will

• Assist in developing a thorough understanding of Flywire’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Handle payers 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 payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members.
• Stay updated on new product features, updates, and Flywire policies to provide accurate and current information to payers.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Be highly flexible and open to change in job responsibilities, processes, and procedures as Flywire grows and evolves.
• Take on new responsibilities and adapt to shifts in payer needs and Flywire goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.

Here’s What We’re Looking For:

General

• Fluency in English and Mandarin to effectively support our payers across both global and local markets.
• 2 years of experience in customer support, a background in banking or payments is a plus.
• Strong work ethic focused on learning and effectively performing assigned tasks.

Communication

• Demonstrates strong written and verbal communication skills, confidently engaging with payers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting payer interactions and follow-up actions.
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
• Efficient communication with internal teams and demonstrate global collaboration.

Knowledge & Application

• Possesses a foundational understanding of Flywire’s products, services, and support processes.
• Capable of addressing straightforward and routine payer issues by adhering to established guidelines and standard operating procedures (SOPs).
• Maintains up-to-date knowledge of products and services to provide accurate and reliable information to customers.

Problem Solving

• Familiar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline customer inquiries across multiple channels and platforms.
• Proactiveness and to escalate more complex issues to higher levels of support, utilizing active listening skills to fully understand and respond to customer queries.

Data Analysis

• Responsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from payer interactions.

Technologies We Use:

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

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• 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!)

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 diversity, gender equality, and inclusion are 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.