• Data clean-up: Reviewing Salesforce data and enriching records with updated data • Analysis: Building analytical models and deriving key insights from the data • Specific projects may include: analytics of site technology renewals, Account record analysis and clean-up, territory analysis, and pipeline analysis • This role will work closely with the Segment Operations team and may work directly with Client Executives and Commercial Leadership

Company Description 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 more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and 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, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow. Job Description The Opportunity: We, at Flywire, are seeking a Payment Experience Associate I. Payment Experience roles at Flywire are not your typical ‘support’ roles. As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire's core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer’s problems. As part of this role, you will be the first person customers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Payment Experience Associate is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries. You're highly skilled at uncovering customers' needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. The role offers a strong base to build a career within Flywire. You will - Develop a substantial understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users. - Address complex customers' 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 utilizing 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 better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to the senior members. - 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 change 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. - Have fun while working hard with a goal-oriented team. Qualifications Here’s What We’re Looking For: General - Business proficiency in English and French. - 3 years of experience in customer support, 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 there is business needs. Communication - Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style. - Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions. - Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions. Knowledge & Application - Demonstrates 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. Additional Information What We Offer: - Competitive compensation - 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. Flywire is an equal opportunity employer. #LI-remote

• Own email and calendar management, including triage, prioritization, scheduling, and follow-ups • Coordinate end-to-end travel arrangements, including itineraries and executive preferences • Prepare documents for signature, route approvals, and ensure proper tracking and filing • Track open loops across email, Microsoft Teams, Trello, and shared files; ensure completion of tasks • Support initiatives that are 70–90% complete by driving execution, follow-through, and launch discipline • Build and maintain project trackers, action lists, and executive dashboards • Ensure clear ownership, deadlines, and next steps across all active projects • Convert ideas, notes, and rough drafts into polished deliverables (SOPs, checklists, decks, and summaries) • Create and organize process documentation and training materials using tools like Loom or Screencastify • Maintain and organize shared drives, templates, and reference materials within the Microsoft environment • Support rollout of internal systems (e.g., inventory tools, receipt tracking, pricing updates, onboarding materials) • Coordinate with site managers, bookkeepers, and customer support to ensure clear and timely communication • Assist with light research, vendor coordination, and customer-facing follow-ups as needed • Executive inbox, calendar, and travel logistics are managed seamlessly with minimal oversight • Projects are clearly tracked with defined owners, deadlines, and consistent follow-through • Documents, approvals, and signature requests are handled proactively • Processes and training materials are documented and transitioned into reusable systems • Communication across teams becomes more timely, structured, and effective • The executive experiences a significant reduction in administrative burden and unfinished tasks

• Work with clients to obtain necessary information to prepare the annual reporting • Review documents submitted by clients for completeness and accuracy • Reconcile plans with only rollovers and plan stock using Excel and administration software • Utilize administration software to complete 401(k) testing and reporting • Make outgoing reminder calls and send emails to clients during the plan year reporting process • Prepare required 401(k) plan government filings, including the IRS Form 5500, using filing software • Educate clients regarding the administration of their 401(k) plan and 401(k) plan documents • Share knowledge and explain complex topics simply • Training on concepts for a Retirement Plan Administrator I • Performs other duties as required