Payment Experience Associate I - Korean Speaker

About Flywire

Flywire is a global payment orchestration and software company dedicated to enabling secure, high-value payments around the world. For over a decade, we've expanded across various industries including education, healthcare, travel, and B2B, supporting more than 5,300 clients and facilitating transactions in over 140 currencies across 240 countries and territories. Our team of 1,400+ global employees, representing 40+ nationalities, operates from 15 locations worldwide.

Role Overview

We are seeking a Payment Experience Associate I who will serve as the initial point of contact for our clients, guiding them through their payment journeys. This role involves working closely with multiple teams in a fast-paced setting to resolve complex payment challenges with empathy and professionalism. You will be responsible for delivering personalized, efficient support while representing the Flywire brand positively.

Key Responsibilities

• Gain comprehensive knowledge of Flywire’s products, services, and policies to advise users effectively.
• Respond promptly and professionally to customers via phone, chat, email, and other communication platforms.
• Proactively reach out to payers to assist with bookings or resolve issues.
• Use software tools and collaborate across departments to solve complicated payment inquiries.
• Perform follow-ups on unresolved customer issues regularly.
• Collect and relay customer feedback to senior team members to help shape product improvements.
• Stay informed about product updates and policy changes to provide accurate information.
• Initiate and participate in projects that drive business success.
• Adapt to evolving responsibilities and processes as the organization grows.
• Maintain a positive, proactive attitude while embracing change.
• Contribute positively to a goal-driven and enjoyable team environment.

Required Qualifications

• Fluency in both Korean and English to support respective markets.
• Minimum 2 years of customer support experience; background in banking or payments is advantageous.
• Strong dedication to learning and effectively executing assigned responsibilities.
• Excellent verbal and written communication skills across various channels including phone, chat, email, WeChat, and WhatsApp.
• Experience interacting with global customers and cultural sensitivity.
• Ability to communicate efficiently with internal teams fostering global cooperation.
• Basic understanding of company products, services, and support protocols.
• Capable of resolving routine customer concerns by following established procedures.
• Up-to-date knowledge of products to provide accurate advice.
• Problem-solving skills using standard troubleshooting and escalation when necessary.
• Basic data entry and reporting skills for documenting customer interactions.

Technologies Utilized

• Zendesk
• Google Workspace
• Banking and partner back-office systems
• Looker

Additional Information

• Employee Stock Purchase Plan (ESPP)
• Collaborate with inspiring, diverse colleagues globally
• Comprehensive wellbeing programs including mental health and fitness classes
• Make meaningful contributions to our collective success
• Competitive leave including FlyBetter volunteer days and Digital Disconnect days
• Work from home stipend provided
• Robust talent development programs for growth, including management training

Join us to advance your career in a dynamic, supportive environment with global impact. Our recruitment process includes meetings with various team members and a skills assessment. We value diversity and are an equal opportunity employer committed to inclusion.