We, at Flywire, are looking for an experienced and high energy Director of Global Customer Service to take our team to a new level. This individual will own scaling the department, developing strong, effective measurements and approach the role from an analytical perspective. This position will work collaboratively with leaders across the organization to innovate and expand revenue opportunities, internal controls and systems tools in our Customer Service delivery initiatives. This newly created position will report to Flywire’s Chief Financial Officer.

Key responsibilities:

• Lead the global customer care organization by developing and attracting high potential contributors and leaders, while creating a culture of execution and improvement measures
• Develop services and support delivery models that align with current business verticals established to deliver customer value and scale throughout the customer care global operations
• Partner with the Sales team leaders to define customer expansion opportunities and approach to accelerate revenue across our installed base, while influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Implement, expand and share customer service key performance indicators to drive increased effectiveness and scale across the customer service organization
• Drive new business growth through greater advocacy and referenceability from our current client base
• Influence product strategy and roadmap based on internal and external customer needs and experiences to drive scale and health scores
• Represent the customer care operations function on inter-department and cross-department initiatives
• Other duties as assigned

Our ideal candidate is/has:

• Bachelor’s Degree in Business Administration, Economics, or equivalent (required)
• Experience leading a large-scale, global customer service organization at a well-regarded organization
• Experience within education, healthcare, eCommerce or hospitality industries
• Skilled in management within a high-growth, distributed operations environment
• Proven track record for increasing overall health scores and revenue expansion
• Analytical thinker who utilizes data models for staffing and service delivery excellence
• Demonstrated success scaling operations and elevating customer experience
• Seasoned leader in developing associates and team leads across a global operating platform
• Experience implementing new tools and processes to ensure consistency and also improve service quality during rapid growth
• Excellent working knowledge of Salesforce and Zendesk tools
• Excellent communication skills to represent the voice of the customer and the needs of customer service teams in executive and cross-departmental discussions

Flywire is an equal opportunity employer.