Payment Experience Team Lead

Job Summary

Leading the regional Payment Experience Team in the Americas, the full-time Payment Experience Team Lead will manage payer inquiries, serve as a content expert on payment offerings, and drive team operations while collaborating with Client & Payment Experience Managers in a fast-paced environment.

Key responsibilities

• Provide solutions to complex payer issues via phone, chat, and email with professionalism and empathy
• Act as the escalation point for teammates, utilizing expertise in Flywire payment offerings to enhance customer experience
• Oversee daily operations of the regional Payment Experience Team, supporting team members in achieving goals and personal development

Required qualifications

• 2+ years of team supervision experience with at least 5 years in a customer support-facing role
• Excellent written and verbal English language skills; proficiency in additional languages is a plus
• Strong customer-oriented mindset with the ability to handle difficult requests empathetically
• Proven ability to multitask and work effectively under pressure
• Familiarity with Microsoft Office suite and CRM software; payment-related experience preferred