The Opportunity:
We, at Flywire, are seeking a Client Experience Specialist. In this role, you will provide support to our clients across a number of products and services. This support will be delivered not only through 1:1 inbound inquiries but also through engaging and educational proactive interactions. You will also serve as an escalation point for payer inquiries when client awareness and/or involvement is required.
Your primary stakeholders outside of the Client Experience team will be Flywire Relationship Managers and our Cash Management team. Through cross functional 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.
- Provide solutions to complex client issues by phone, chat, and email with speed, professionalism and empathy
- Be the first point of contact for non-strategic client inquiries
- Be a brand ambassador leaving a positive impression on every interaction
- Be an escalation point for our Payment Experience & Support teammates when client context is required, serving as a content expert for client utilization of Flywire Products
- Support the Senior Specialists and global Team Lead as needed with project-related tasks
- Collect feedback to better understand client challenges as well as client (and their payer) trends. Be the voice of the client within Flywire escalating insight both within the Client Experience team and beyond
- Contribute to the Client Experience function by using data analysis & feedback to identify areas of internal efficiency
- Take an active role in identifying content gaps in our external and internal knowledge base, assisting in content creation as needed
