Senior Team Lead, Payment Experience, India

The Opportunity:

We, at Flywire, are seeking a Senior Payment Experience Team Lead in India.

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 Flywires 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 liaise closely with Client Payment Experience Managers, other regional team leads, Central Service team and all departments in a fast-paced environment where growth and change are the norm. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. Strong written and verbal communication skills are also required.

You will be primarily responsible for supporting payer enquiries, serving as a content expert for Flywire payment offerings and products. In addition to this, you will also drive forward the regional Payment Experience Team and be both the key escalation point for Payment Experience Associates Specialists and the key voice for payment experience. A Payment Experience Team Lead should support the Client Payment Experience Managers in leading the regional Payment Experience Team, providing feedback on team training needs, regional teammates development plans, payer experience improvements plus anything else that would ultimately help our payers through a frictionless experience. You will also support the regional global Client Payment Experience function through project work as necessary.

You will

• Provide solutions to complex issues for payers by phone, chat, and email with speed, professionalism and empathy
• Be the escalation point for teammates, serving as a content expert for Flywire payment offerings and products
• Be the voice of payers within Flywire escalating insight within the Client Payment Experience (CPE) Team and beyond, using data and context to highlight areas for optimisation.
• Champion the delivery of high-quality customer interactions by setting standards and ensuring adherence to best practices and solving the most difficult customer requests with professionalism and empathy.
• Work with the CPE Managers to design the regional Payment Experience team directions following the Global CPE direction and the company direction, proactively make plan to optimise our process, drive efficiency and scaling of manual work using data analysis
• Drive forward the regional Payment Experience Team, manage the team s daily operations and projects execution, support team members in reaching the team goals and in their personal development
• Handle regular team administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, weekly updates, training and quality review
• Manage and guide a team of specialized professionals and leaders overseeing a group of individuals. Provide mentorship, coaching, and performance feedback to ensure the team meets its individual and collective goals. Foster a positive and collaborative team culture, promoting continuous learning and growth.
• Be the main representative for regional Payment Experience Team, maintaining connection with both Regional CPE Team and other regional stakeholders for regional related new launch and training material preparation, tracking impact for the related change. Ensure alignment of team objectives with regional and global goals. Qualifications