Payment Experience Associate I

Are you ready to trade your job for a journey? Become a FlyMate!

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.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:
Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,300+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

🌍 Payment Experience Associate I – Valencia

Work for a global payments leader, consistently ranked as one of the best companies to work for.

✨ The Opportunity

At Flywire, Payment Experience roles aren’t your typical ‘support’ jobs. As the first point of contact for our payers, you’ll be equipped with deep knowledge of our products and services, the backing of a global team, and the freedom to solve complex payment challenges.

Based in Valencia, you’ll guide customers through their payment journey, uncovering their needs and delivering solutions that leave a lasting positive impression. Every interaction is international, fast-paced, and varied — making empathy, resilience, and curiosity essential. This role is also a fantastic launchpad for building a career across Flywire.

🛠️ Key Responsibilities

You will:

• Become an expert on Flywire’s products, services, and policies to deliver accurate, personalised solutions.
• Support payers across phone, chat, email, and messaging apps — always with speed, empathy, and professionalism.
• Carry out proactive outreach to help payers complete their booking or resolve issues.
• Troubleshoot complex payment problems using multiple tools, collaborating with colleagues across departments.
• Follow up on unresolved requests to ensure swift resolution.
• Act as the voice of the payer — sharing insights and trends with senior team members.
• Stay up to date on product updates, features, and policies.
• Take initiative on new projects and contribute to the team’s success.
• Embrace change and growth with a positive, proactive mindset.
• Work hard, have fun, and be part of a goal-oriented global team.

🕒 Working Hours

Schedule: Monday to Friday, 11:00 AM – 7:00 PM (CET).
There is flexibility to start later (e.g., 12:00 PM or 1:00 PM) 

🔎 What We’re Looking For

Languages & Experience

• Business proficiency in English and either French or Portuguese.
• 2+ years’ experience in customer support (banking or payments background a strong plus).
• Strong work ethic, with a passion for learning and taking on new challenges.

Communication

• Excellent written and verbal skills across all channels (phone, chat, email, WhatsApp, WeChat, etc.).
• Confident working with a global customer base and culturally aware in your approach.
• Effective communicator and collaborator with internal teams worldwide.

Knowledge & Application

• Comfortable applying standard processes and SOPs to resolve routine issues.
• Maintains current knowledge of Flywire’s offerings to provide accurate information.

Problem Solving

• Skilled at using troubleshooting techniques and guidelines to resolve frontline issues.
• Knows when to escalate complex cases and uses active listening to understand customer needs.

Data & Detail

• Accurate with data entry and basic reporting, keeping payer records and insights organised.

⚙️ Tools We Use

• Zendesk
• Google Workspace
• Banking & partner back offices
• Looker

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness) with Global FlyMates
• Be a meaningful part in 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

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. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

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

Flywire is an equal opportunity employer.

#LI-Hybrid