דרושים Payment Experience Associate I Customer Service ב-Flywire ב-Japan, Tokyo

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 more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

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/II.

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.

General

• Business proficiency in English and {language requirement}.
• 1-3 years of experience in customer support, a background in banking or payments is a plus.

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.

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, 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.

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.

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

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.

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. 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
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 thorough understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Handle 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 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.
• 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 Korean to support our Korean and English-speaking 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 customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer 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 the company’s products, services, and support processes.
• Capable of addressing straightforward and routine customer 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 customer interactions.

Technologies We Use:

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

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.