CPE Associate I, Operations Support

OverviewThe Opportunity: We at Flywire are seeking a CPE Associate I, Operations Support. Client & Payment Experience roles are not typical ‘support’ roles. As a key point of contact for escalated inquiries from Flywire internal stakeholders, you will troubleshoot issues across Flywire's core business capabilities and guide clients and customers through Payins and Payouts processes. The role involves collaborating with multiple departments in a fast-paced, growth-focused environment and serving as a knowledge expert to resolve complex Payins and Payouts inquiries.You will be the primary contact for escalated inquiries from internal stakeholders, helping clients and customers with Payins and Payouts while fostering international communication and teamwork. The position offers a strong base to build a career within Flywire.ResponsibilitiesDevelop a thorough understanding of the company’s products, services, and policies to provide accurate, efficient, and personalized solutions. Become a subject matter expert on Payins and Payouts.Handle client and customer questions and concerns via phone, chat, email, or other channels with speed, professionalism, and empathy. Act as a brand ambassador for Flywire.Proactively reach out to clients and payers to support bookings or resolve issues as needed.Resolve complex Payins and Payouts problems by using various software tools and collaborating with team members and other departments.Conduct daily follow-up on previously unresolved requests.Collect feedback to understand Payins and Payouts issues and client/payer trends; communicate insights to senior team members.Stay updated on new product features, updates, and policies to provide current information to clients and customers.Take initiative on new projects contributing to the business's success and be adaptable to changing responsibilities as Flywire grows.Operate with a positive and proactive attitude while supporting shifts in client needs and company goals.Collaborate with a goal-oriented team and enjoy a work environment focused on delivering results.QualificationsGeneralBusiness proficiency in English.2 years of experience in client and customer support; a background in banking or payments is a plus.Strong work ethic with a focus on learning and effectively performing tasks.CommunicationStrong written and verbal communication skills; comfortable engaging with clients across multiple channels and documenting interactions and follow-ups accurately.Experience communicating with a global client base and/or demonstrates empathetic, culturally aware communication.Efficient collaboration with internal teams and global mindset.Knowledge & ApplicationFoundational understanding of Flywire’s products, services, and support processes.Ability to address routine client issues by following SOPs and established guidelines.Maintains up-to-date knowledge of products and services to provide accurate information.Problem SolvingFamiliar with standard operating procedures and basic troubleshooting to resolve frontline inquiries across channels.Proactive in escalating complex issues to higher levels of support and using active listening to understand client needs.Data AnalysisResponsible for basic data entry and reporting tasks, ensuring accurate documentation of client interactions.Technologies We UseZendeskGoogle WorkspaceBanking and partner back officesLookerWhat We OfferCompetitive compensation, including Restricted Stock UnitsEmployee Stock Purchase Plan (ESPP)Flying Start – Global Induction ProgramDynamic, global team and opportunities to learn from colleaguesWellbeing programs and global FlyMatesImpactful work and volunteer days (FlyBetter Days, Digital Disconnect Days)Talent and development programs for managers and professional growthFlywire is an equal opportunity employer. With employees from many nationalities across multiple offices, diversity, gender equality, and inclusion are core to our people agenda. #J-18808-Ljbffr