**Company Description** Are you ready to trade your job for a journey? Become a FlyMate!**
Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.
What more do we need to truly be unstoppable? Perhaps, that is you!
**Who we are**:
Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.
Today, we’ve digitized payments for more than 3,000 integral clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!
With over 950+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
**Job Description** The Opportunity**:
Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers, Payment Operations, and Customer Support. 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.
- Carry out proactive client 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.
- Serve as an escalation point for the Associate group. Manage escalations within the CPE internal, external teams and Level 1. Tailors communication strategies for different customer segments and situations.
- Collect and analyze all kinds of abnormalities and problems in the process of support, payment process; constantly improve and optimize the workflow, standards and management requirements in all stages of the payment process. 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.
- Conduct and coordinate onboarding training and refresher training. Share insights and information with the team to improve overall service quality.
- Take on an informal leadership role within the team, guiding and supporting colleagues in their daily tasks. Responsible for managing specific projects or initiatives, ensuring they align with team goals.
- Contribute to the CPE function identifying areas for internal and external optimisation based on data analysis & feedback, such as content, workflow, and proactively come up with suggestions.



Support the regional & global leaders as needed with project-related tasks.
- Work with the seniors, leaders and relevant stakeholders to coordinate responses in the event of system down-time / issues.
- Assist with regular administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, meeting preparation, weekly updates & training, or other ad hoc tasks depending on team and regional needs.
- Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.
**Qualifications** Here’s What We’re Looking For**:
**General**
- Business proficiency in English and Spanish, Portuguese a plus.
- 5 years of experience in customer support, a background in banking or payments is a plus.
- Experience working as a skilled specialist, completing tasks in resourceful and effective ways.
- Willingness to work flexible working hours, including some holidays.
**Communication**
- 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.
- Leads communication efforts for complex cases, including customer complaints and high-priority issues.
- Tailors communication strategies to suit different customer segments and situations, ensuring effective resolution and collaboration.
**Knowledge and Application**
**Problem Solving**
- Serves as the primary escalation point for the Associate group, managing escalations within CPE internal teams, external teams, and Level 1 support.
- Collects and analyzes issues and abnormalities within the support and payment processes, continuously working to improve and optimize workflo

📌 Client Experience Specialist (Ciudad de México)
🏢 Flywire
📍 Ciudad de México