Payment Experience Associate I (French Speaker)

Flywire

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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.

Who we are: Flywire is a global payments enablement and software company, founded more than a decade ago to solve high‑stakes, high‑value payments in higher education. We’ve since scaled into new regions, industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 global FlyMates, representing more than 40 nationalities in 12 offices worldwide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity

We are seeking a Payment Experience Associate I.

Payment Experience roles are not typical “support” positions. As the first point of contact at Flywire, you will have broad knowledge of Flywire’s core business capabilities and will troubleshoot any aspect of a payer’s problems. You will liaise closely with all departments in a fast‑paced environment where growth and change are normal. A Payment Experience Associate is a problem‑solver excited to be part of a spirited team and a knowledge expert who solves complex payment inquiries.

Responsibilities

• Develop a substantial understanding of the company’s products, services and policies to provide accurate, efficient and personalized solutions to Flywire users.
• Address complex customer questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire.
• Carry out proactive payer outreach, as needed, to support the completion of a booking or the resolution of an issue.
• Solve complex payment problems using different software tools and collaborating closely with team members and other departments.
• Conduct daily follow‑up with previously unresolved requests.
• Handle escalations from Associate I, ensuring customer satisfaction.
• Collect feedback to understand payment issues and payer trends and convey insights to senior members of Flywire.
• Stay updated on new product features, updates and company policies to provide accurate and current information to customers.
• Be inspired to take initiative in new projects that contribute to the greater success of the business.
• Support in training new team members as needed and guide Associate I in best practices.
• Be highly flexible and open to changes in job responsibilities, processes and procedures as the company grows and evolves.
• Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude.
• Enjoy working hard with a goal‑oriented team.

Qualifications

General

• Business proficiency in English and French.
• 3 years of customer support experience; a background in banking or payments is a plus.
• Ability to work business hours aligned with the Eastern Time zone.
• Strong preference for candidates based in the Greater Toronto or Montreal area.
• Ability to work flexible hours, including weekends and public holidays, when business needs require it.

Communication

• Experience communicating with a global customer base and demonstrates an empathetic, culturally aware communication style.
• Strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting interactions and follow‑up actions.
• Proficient in using positive language to de‑escalate potential conflicts, ensuring smooth customer interactions.

Knowledge & Application

• Ability to train and gain substantial understanding of Flywire products and payment methods, applying knowledge and skills to handle a broad range of tasks.
• Possesses knowledge of more complex customer scenarios and a wider array of solutions, with an understanding of customer feedback mechanisms and their role in service improvement.

Problem Solving

• Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
• Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation.

Data Analysis

• Collects and reports customer feedback, identifying recurring themes and issues.
• Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery.
• Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends.

Projects

• Starts analyzing customer data trends, identifying common issues, and reporting them to higher‑level support.
• Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers when necessary.
• Assists in the training and support of newer team members as needed.

What We Offer

• Competitive compensation
• Employee Stock Purchase Plan (ESPP)
• Flying Start – our immersive Global Induction Program
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing programs (mental health, wellness) with Global FlyMates
• Be a meaningful part of our success – every FlyMate makes an impact
• Competitive time off, including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days
• Great talent & development programs

Additional Information

Submit today and get started!

We are excited to get to know you! Throughout our process, you can expect to meet with different FlyMates, including the hiring manager, peers on the team, the VP of the department and a skills assessment.

Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, diversity and inclusion are at the core of our people agenda, and we’re excited to watch our unique culture evolve with each new hire.