Flywire Career Growth & Development

Tell us about your recent promotion or role change. 

I was recently promoted to team lead, global client experience at Flywire. In this role, I am fortunate to manage a passionate global team of specialists and associates. Our team is based in the United States, United Kingdom, Spain, Singapore and Japan. Together we provide support and training to a global client base. My team is responsible for serving clients across Flywire’s education, travel, healthcare and B2B verticals. This role was a homecoming as I started my Flywire career on the client experience team.

I joined Flywire as a client experience specialist in 2022 after spending a decade in higher education. Within a year, I was promoted to a senior client experience specialist and assisted with escalations and developing new SOPs. In Fall 2023 I was promoted to payment experience team lead for the Americas. In this role I was able to develop strong people management skills, oversee support for key products and collaborate with all aspects of our business.

What will this new role or skill let you do? 

The Flywire client experience team supports clients using Flywire’s SaaS products, ensuring a positive user experience through training and support.

In this new role, I will lead our transformation from customer support to customer experience, introducing self-service and AI features to enhance support options, scale efficiently and maintain high service standards.

Key priorities include improving client contact reasons for better data quality, refining contact procedures to engage the right stakeholders and enhancing messaging to improve communication while reducing manual effort.

Additionally, I am privileged to manage and develop a talented team of client experience FlyMates, helping them set goals for both company success and personal career growth. With their deep product knowledge, we will continue to deliver high-quality, effective service to our clients.

How would you describe the culture of internal mobility and upskilling?  

At Flywire, growth and internal promotion are infused within our culture. I joined Flywire with a limited background in customer support. Regardless, Flywire helped me develop critical skills to advance my career. I was fortunate to be promoted within a year of starting with the company. Within two years, I was promoted to a management position, entrusted to manage a talented team and make key decisions. I received extensive support from our Managers Taking Flight program for new managers.

I feel incredibly fortunate to have made such progress in such a relatively short period of time. From day one, our leadership made it clear that FlyMate development and internal promotion were key parts of our culture. Our OneFlywire internal advancement program is open to all FlyMates who have been with the company for at least a year. The program is very effective at matching existing talent with new opportunities for growth. Several of my team members have also benefited from the program. They advanced to new opportunities throughout the company. The program also serves as a beneficial recruitment incentive that allows us to attract top talent.