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.

Flywire encourages employees to take ownership of their careers by exploring new opportunities and building on their existing strengths. Employees say the company supports internal mobility, making it possible to transition into new roles while continuing to develop professionally under the guidance of experienced leaders.

“I fought for the career path that I knew was right for me. After spending 2 years in a Relationship Management role at Flywire, I knew I was ready to take on a new challenge. Career progression is very important to me. So when I saw an opportunity to move into a role which utilised my existing skill set, whilst giving me the opportunity to grow and develop, nothing was getting in my way! I am extremely proud that I was successful in my application for the Payables Manager role and am learning every day from an incredible female leader.”

Flywire encourages employees to pursue new career paths by providing opportunities to expand their skills and take on new challenges. Employees say the company invests in their success by offering the guidance, flexibility and support needed to transition into roles that align with their long-term career goals.

“Before Flywire, I was in an operational/reporting role at an investment management company and wanted to pivot into a position that was more closely tied to business strategy and revenue. After a lot of hard work gaining some relevant experience and networking, Flywire took a shot on me and hired me onto the Global Payments team to handle credit card partnerships and strategic revenue growth projects. They then provided the guidance and flexibility that allowed me to succeed in a position that required a very different skill set than I was used to.”