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Quality Assurance Associate jobs in Canada

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Job title (1)
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879 jobs found
11.12.2025
F

Flywire Payment Experience Associate I French Speaker Canada, Quebec

Limitless High-tech career opportunities - Expoint
Develop a substantial 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,...
Description:

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:

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 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
Payment Experience 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 customers 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 Payment Experience Associate 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 customers' 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

  • Develop a substantial 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.
  • Handle escalations from Associate I, ensuring customer satisfaction.
  • 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 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 as needed and guide Associate I in best practices.
  • 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.

Here’s What We’re Looking For:
General

  • Business proficiency in English and French.
  • 3 years of experience in customer support, a background in banking or payments is a plus.
  • Ability to work business hours aligned with the Eastern Time zone

Communication

  • Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
  • Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions.
  • Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions.

Knowledge & Application

  • Demonstrates ability to train and gain substantial understanding of Flywire products and payment methods, applying knowledge and skills to handle a broad range of tasks.
  • Possesses knowledge of more complex customer scenarios and a wider array of solutions, with an understanding of customer feedback mechanisms and their role in service improvement.

Problem Solving

  • Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
  • Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation.

Data Analysis

  • Collects and reports customer feedback, identifying recurring themes and issues.
  • Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery.
  • Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends.

Projects

  • Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support.
  • Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers when necessary.
  • Assists in the training and support of newer team members as needed.

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

Flywire is an equal opportunity employer.

#LI-remote

Show more
09.12.2025
EY

EY Staff Accountant - Center Excellence Assurance Canada, Nova Scotia, Halifax

Limitless High-tech career opportunities - Expoint
Business process controls. Agreed upon procedures and/or specified procedures. Substantive testing. Analyze business and financial processes to identify risks and improvements in the controls frameworks for the various processes. Perform...
Description:


You will have the opportunity to bring your knowledge and expertise to our clients in the following key areas

  • Business process controls
  • Agreed upon procedures and/or specified procedures
  • Substantive testing


Your Key Responsibilities

  • Analyze business and financial processes to identify risks and improvements in the controls frameworks for the various processes.
  • Perform various substantive and analytical procedures to identify errors and/or misstatements.
  • Assist clients in strengthening internal controls and business performance.
  • Ensure high quality in client service informing supervisors of engagement status.
  • Demonstrate and apply strong project management skills, inspire teamwork and responsibility with engagement team members, and use current technology and tools to enhance the effectiveness of deliverables and services.
  • Maintain long-term client relationships and networks.


Skills And Attributes For Success

  • College and/or University degree/diploma in Business
  • Strong written and verbal communication skills
  • Comfortable working remotely
  • Excellent teamwork skills
  • Demonstrated integrity within a professional environment
  • Desire to learn and grow

What We Offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

  • Support and coaching from some of the most engaging colleagues in the industry
  • Learning opportunities to develop new skills and progress your career
  • The freedom and flexibility to handle your role in a way that’s right for you

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

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09.12.2025
EY

EY Senior Staff Accountant- Audit-Assurance Canada, Manitoba, Winnipeg

Limitless High-tech career opportunities - Expoint
Develop and maintain productive working relationships with client personnel and assess clients' satisfaction. Proactively maintain contact with the client throughout the year. Direct fieldwork daily, inform supervisors of the engagement...
Description:


As an Assurance Senior, you will be a professional member of our Core Audit practice. Together with our substantial investments in technology, knowledge, and learning resources for our audit professionals, you will be part of the team that delivers quality assurance services to our clients and their stakeholders.


Your key responsibilities


As an Assurance Senior, you will deliver quality assurance services to our clients and their stakeholders.


Skills and attributes for success

  • Develop and maintain productive working relationships with client personnel and assess clients' satisfaction.
  • Proactively maintain contact with the client throughout the year.
  • Direct fieldwork daily, inform supervisors of the engagement status, and manage staff performance.
  • Adapt the audit approach to the changing client environment.
  • Demonstrate a thorough understanding of complex accounting and auditing concepts and apply them to client situations.
  • Develop people through effectively delegating tasks and providing guidance to staff. Provide performance feedback and training, and conduct performance reviews.
  • Foster an efficient, innovative, and team-oriented work environment. Contribute ideas/opinions to the audit teams and listen/respond to other team members' views.
  • Use technology to continually learn, share knowledge with team members, and enhance service delivery.
  • Maintain an educational program to continually develop skills. Develop an understanding of EY's service lines and actively seek/encourage team members to contribute ideas and identify opportunities to apply the firm's services.

To qualify for the role you must have

  • An undergraduate or graduate degree in accounting, and/or an undergraduate or graduate degree
  • Successfully passed the Canadian CFE and / or possess a Canadian CA designation, or possess a reciprocal CA designation recognized with the CICA
  • A minimum of 2-3 years of experience working as an auditor for a public accounting firm, or particular business/industry experience to meet special needs
  • Excellent project management skills, advanced written and verbal communication skills
  • A dedication to teamwork and leadership
  • Integrity within a professional environment
  • This role involves interaction with clients operating nationally and globally. Bilingualism in both French and English is therefore a requirement of this role.

Ideally, you’ll also have

  • The ability to work independently in a fast-paced, dynamic team-oriented environment

What we offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

  • Support and coaching from some of the most engaging colleagues around
  • Opportunities to develop new skills and progress your career
  • The freedom and flexibility to handle your role in a way that’s right for you
Show more

These jobs might be a good fit

09.12.2025
EY

EY Manager- Core Audit - Assurance Canada, Saskatchewan, Saskatoon

Limitless High-tech career opportunities - Expoint
Prepare and analyze financial statements to ensure they are in compliance with IFRS and/or GAAP and applicable regulatory standards. Develop and maintain productive relationships with client management throughout the year....
Description:

As an Assurance Manager, you will be a professional member of Assurance practice. Together with our substantial investments in technology, knowledge, and learning resources for our audit professionals, you will be part of the team that delivers quality assurance services to our clients and their stakeholders.

Your key responsibilities

As an Assurance Manager you will deliver quality assurance services to our clients and their stakeholders. You will:

  • Prepare and analyze financial statements to ensure they are in compliance with IFRS and/or GAAP and applicable regulatory standards.
  • Develop and maintain productive relationships with client management throughout the year. Establish expectations of value to be delivered.
  • Participate in performing audit procedures, especially focusing on complex and/or specialized issues.
  • Collaborate to plan engagement objectives and an audit strategy that complies with professional standards and appropriately addresses risk.
  • Understand the client's industry and recognize key performance drivers, business trends, and emerging technical and industry developments.
  • Stay informed of general business/economic developments and their impact to the client. Develop people by encouraging individuals to think for themselves and take responsibility for their contributions to the team.
  • Delegate work successfully. Conduct timely performance reviews and provide performance feedback/training. Lead by example.
  • Use technology to continually learn, share knowledge with team members, and enhance service delivery.
  • Maintain an educational program to continually develop skills. Maintain cooperative relationships with other engagement teams.
  • Monitor the engagement team's progress against the plan and alter it when needed. Generate new business opportunities.
  • Understand EY and it's service lines and actively assess/present ways to apply knowledge and services.
  • Develop long-term relationships and networks both internally and externally

Skills and attributes for success

  • Excellent project management skills
  • Advanced written and verbal communication skills
  • A dedication to teamwork and leadership
  • Integrity within a professional environment

What we look for

  • Undergraduate degree in Accounting or related field
  • Post-graduate diploma or degree in Accounting preferred
  • Canadian CPA/CA designation or reciprocal CPA/CA designation mandatory
  • Minimum 5 to 7 years of relevant experience in an accounting firm
  • Strong knowledge of accounting principles and auditing standards, including GAAP and PCAOB regulations
  • Experience auditing publicly listed companies, demonstrating a strong understanding of IFRS and/or GAAP accounting standards to ensure compliance and deliver high-quality audit services
  • The ability to work independently in a fast-paced, dynamic team-oriented environment

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09.12.2025
EY

EY Senior Manager - Financial Transaction Reporting Assurance Canada, Quebec, Montreal

Limitless High-tech career opportunities - Expoint
Plan, manage and participate in various engagements (researching application of accounting standards to various transactions, assessing financial and governance processes, assisting with accounting framework transitions, comparisons of different company practices,...
Description:

You will be called upon to utilize your skills, professional experience, and interpersonal abilities to support clients throughout their transactions, while working collaboratively with other EY departments (primarily valuation and tax).

As a Senior Manager, you will be a professional member of our Advisory Services, Financial Accounting (SCCF) team. In Canada, our specialized SCCF team consists of financial information and advisory accounting professionals located across five offices. We possess technical accounting expertise in IFRS as well as Canadian and US GAAP, hands-on experience with financial reporting processes, and in-depth regulatory knowledge.

Your key responsibilities

As a Senior Manager, you will help finance leaders address ongoing challenges and changes facing their businesses and manage the resulting impacts on their Accounting and Finance functions. You will work in partnership with them to help realize their potential—particularly in acquisition, divestment, restructuring/optimization projects, or implementation and convergence of accounting standards. Additionally, you will provide innovative business advice and guide improvements to business processes.

Skills and attributes for success

  • Plan, manage and participate in various engagements (researching application of accounting standards to various transactions, assessing financial and governance processes, assisting with accounting framework transitions, comparisons of different company practices, developing and providing tailored training, etc.).
  • Prepare deliverables tailored to client needs.
  • Supervise engagement teams including delegation and review of work performed.
  • Conduct timely performance reviews and provide performance feedback and coaching. Lead by example.
  • Establish and maintain productive relationships with client leadership and other multidisciplinary teams involved in transaction engagements (M&A, due diligence, valuation, restructuring, tax, etc.).
  • Understand the client’s industry and recognize key performance drivers, business trends, and new technical and industry developments.
  • Stay informed of new economic developments and their impacts on clients.
  • Develop people by encouraging individuals to think for themselves and take responsibility for their contributions to the team, focusing on diversity and inclusiveness.
  • Use technology to continually learn, share knowledge with team members, and enhance service delivery.
  • Prepare proposals and realize business development plans through a strong professional network.

Ideally, you'll also have:

  • A degree in accounting and/or other appropriate academic major and at least 8 years of relevant experience along with a Canadian CPA designation
  • Audit or business experience in financial statement close or the application of accounting standards
  • Demonstrate mastery of key concepts and principles related to process improvements, project management and change management; show an ability to apply these consistently in engagement settings
  • Impeccable client relationship skills
  • A commitment to deliverable quality;
  • A dedication to teamwork and leadership
  • This role involves interaction with clients operating nationally and globally where fluency in French and English is required. Bilingualism in both French and English is therefore a requirement of this role.

What we offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a discretionary bonus program, a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

  • Support and coaching from some of the most engaging colleagues in the industry
  • Learning opportunities to develop new skills and progress your career
  • The freedom and flexibility to handle your role in a way that’s right for you
Show more

These jobs might be a good fit

09.12.2025
EY

EY Senior Consultant- Technology Risk- Assurance Canada, Quebec, Montreal

Limitless High-tech career opportunities - Expoint
Provide high quality professional day-to-day management of internal/external audit engagements/projects and understand EY’s practices and service offerings and identify potential opportunities to improve such service offerings. Lead and support the...
Description:


Your key responsibilities

  • Provide high quality professional day-to-day management of internal/external audit engagements/projects and understand EY’s practices and service offerings and identify potential opportunities to improve such service offerings
  • Lead and support the on-site coordination role for audit clients including planning, briefing team on the client's IT environment and industry IT trends, coaching and mentoring staff, communicating with the clients and completing audit engagements
  • Maintain relationships with client management to manage expectations of service, including work products, timing, and the value to be delivered.
  • Prepares IT external audit reports on the adequacy and effectiveness of control structure, along with practical recommendations to improve the effectiveness, efficiency of a control or process.
  • Able to discuss and resolve IT audit issues and recommendations with client management.
  • Demonstrate a thorough understanding of complex information systems and apply it to client situations.

Skills and attributes for success

  • Highly professional with ability to work in challenging, diverse and evolving client environments
  • Flexible with the ability to learn quickly and leverage skills in new situations
  • Excellent verbal and written communication skills
  • The ability to build strong client relationships
  • Strong team working skills are essential
  • Strong presentation and facilitation skills
  • A passion to contribute to the growth of the practice
  • Strong experience interacting with clients at all levels including Staff, Leadership and Partners: Strong written, communication, and presentation skills.
  • Ability to coach and mentor junior staff on engagements.


To qualify for the role you must have

  • A minimum of 2 years of experience in IT external and/or internal audit;
  • Bachelor’s Degree (or higher) in Business Administration, Commerce, Computer Science, Management Information Systems, or other relevant program required.
  • Possessing relevant accounting / audit designation(s) or working towards one (e.g. CISA).
  • Demonstrated knowledge of COBIT, ITIL, or other IT frameworks would be as asset.
  • Proficiency using SharePoint and MS Office Suite including Excel, Word, OneNote and PowerPoint
  • Willingness to travel

Ideally, you’ll also have

  • Hands on experience with project management or IT operations based in large enterprise resource planning systems such as JD Edwards, Oracle and SAP or information security would be an asset.


What we look for

As an ambassador for the Tech Assurance team, you will need to build a strong network internally and be able to exceed our clients' high expectations. We are seeking high performing individuals who have been recognised for exceeding expectations.

Project management skills:

  • Advanced data & evidence management, client management on remediation programmes, driving innovation & continuous improvement


Technical skills:

  • Strong technical insight, practical knowledge & capability in your specialist capability


Versatility:

  • Proven ability to adapt and learn in an innovative environment.

What we offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

  • Support and coaching from some of the most engaging colleagues in the industry
  • Learning opportunities to develop new skills and progress your career
  • The freedom and flexibility to handle your role in a way that’s right for you
Show more

These jobs might be a good fit

09.12.2025
EY

EY Senior Consultant- ECRA- Financial Accounting Advisory Servi... Canada, Ontario, Toronto

Limitless High-tech career opportunities - Expoint
Develop and maintain productive relationships with client management throughout the year. Establish expectations of value to be delivered. Participate in performing Canadian GAAP and IFRS analysis procedures, especially focusing on...
Description:

You will help finance leaders address the challenges and ongoing changes facing their business and manage the resulting repercussions on the accounting and finance function. You will partner with them to achieve their potential in accounting standards policy implementation and convergence, acquisitions, divestitures or optimization/restructuring. In addition, you will create innovative commercial insights for clients, and drive improvements in business processes.


Your key responsibilities

  • Develop and maintain productive relationships with client management throughout the year.
  • Establish expectations of value to be delivered.
  • Participate in performing Canadian GAAP and IFRS analysis procedures, especially focusing on complex and/or specialized issues.
  • Create reports and other deliverables.
  • Understand the client's insurance business and recognize key performance drivers, business trends, and emerging technical and industry developments.
  • Stay informed of general business/economic developments and their impact to the client.
  • Develop people by encouraging individuals to think for themselves and take responsibility for their contributions to the team.
  • Delegate work successfully.
  • Conduct timely performance reviews and provide performance feedback/training. Lead by example.
  • Use technology to continually learn, share knowledge with team members, and enhance service delivery.
  • Demonstrate detailed understanding of key concepts and principles related to application of complex accounting standards, finance process improvements, project management and change
  • management; show an ability to apply these consistently in engagement settings
  • Maintain an educational program to continually develop skills. Maintain cooperative relationships with other engagement teams.
  • Monitor the engagement team's progress against the plan and alter it when needed.
  • Generate new business opportunities.
  • Understand EY and its service lines and actively assess/present ways to apply knowledge and services.
  • Develop long-term relationships and networks both internally and externally.


Skills and attributes for success

  • Accounting expertise in IFRS and US GAAP specific to insurance, preferably with experience in IFRS 17.
  • Ability to research accounting topics using a variety of sources and apply to transactions or contracts to develop accounting policy examples or recommendations. Experience preparing technical accounting memos or papers to define a transaction and provide application to accounting guidance for clients and EY executives
  • Plan, manage and participate in various engagements (researching application of accounting standards to various transactions, assessing financial and governance processes, assisting with accounting framework transitions, comparisons of different company practices, developing and providing tailored training, etc.)
  • Advanced written and verbal communication skills
  • Proven ability to lead a team and develop business opportunities
  • Knowledge of business trends, emerging technical and industry developments
  • Excellent leadership and project management skills
  • Able to manage multiple engagements and deadline-driven


What we look for

  • A degree in accounting and/or other appropriate academic major and a minimum of 3-5 years’ relevant experience along with CPA, CA designation or equivalency
  • Audit or business experience in financial statement close or the application of accounting standards specific to insurance companies
  • Demonstrate mastery of key concepts and principles related to process improvements, project management and change management; show an ability to apply these consistently in engagement settings
  • Impeccable client relationship skills
  • A dedication to teamwork and leadership
  • Good communication skills


Ideally, you’ll also

  • Have the ability to work independently in a fast-paced, dynamic team-oriented environment

Show more

These jobs might be a good fit

Limitless High-tech career opportunities - Expoint
Develop a substantial 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,...
Description:

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:

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 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
Payment Experience 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 customers 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 Payment Experience Associate 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 customers' 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

  • Develop a substantial 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.
  • Handle escalations from Associate I, ensuring customer satisfaction.
  • 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 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 as needed and guide Associate I in best practices.
  • 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.

Here’s What We’re Looking For:
General

  • Business proficiency in English and French.
  • 3 years of experience in customer support, a background in banking or payments is a plus.
  • Ability to work business hours aligned with the Eastern Time zone

Communication

  • Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
  • Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions.
  • Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions.

Knowledge & Application

  • Demonstrates ability to train and gain substantial understanding of Flywire products and payment methods, applying knowledge and skills to handle a broad range of tasks.
  • Possesses knowledge of more complex customer scenarios and a wider array of solutions, with an understanding of customer feedback mechanisms and their role in service improvement.

Problem Solving

  • Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
  • Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation.

Data Analysis

  • Collects and reports customer feedback, identifying recurring themes and issues.
  • Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery.
  • Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends.

Projects

  • Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support.
  • Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers when necessary.
  • Assists in the training and support of newer team members as needed.

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

Flywire is an equal opportunity employer.

#LI-remote

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