Client Success Operations Associate, Flywire
Global payments processing
Open for applications
Global payments processing
1001+ employees
Open for applications
1001+ employees
Company mission
To save international students and their families money that would otherwise be lost on bank fees and unfavorable foreign exchange rates.
Role
Who you are
- 2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred)
- Experience using Zendesk, including Explore, Help Center, and custom views/macros
- Familiarity with Jira, DataDog, browser developer tools, and analyzing logs or error messages
- Strong verbal and written communication skills; able to break down complex issues for technical and non-technical audiences
- Ability to self-prioritize in a high-volume support environment (600+ monthly solved tickets expected)
- Demonstrated initiative in bug tracking, internal documentation, or team training support
- Strong organizational and time-management skills; comfortable with ticket queues, call logs, and daily targets
- Background in hospitality or hotel technology (e.g., PMS, eSign/ePay systems) is a plus
- Experience with SOP creation a plus
What the job involves
- Respond to a high volume of customer tickets, calls, and emails with empathy, professionalism, and efficiency
- Troubleshoot complex technical issues using logs, developer tools, DataDog, and internal tools
- Provide clear replication steps, screen recordings, or documentation to escalate issues to Engineering
- Translate technical findings into simple, actionable updates for customers and internal stakeholders
- Assist in writing SOPs and contributing to knowledge base articles and internal documentation
- Take ownership of escalated or pattern-based tickets and track them to resolution
- Identify bugs or process inefficiencies and work with the team to improve the overall support workflow
- Participate in customer calls, screen shares, or trainings when escalations require a higher level of communication
- Rotate into the holiday or on-call support schedule as needed
Our take
Flywire is a digital platform that simplifies the paying experience for international transactions. Flywire leverages its vertical-specific software and payments technology to deeply embed within client's existing accounts-receivable workflows.
Flywire was first set up to help international students pay their tuition for American colleges, but has since grown into a global payments enablement and software company. It has processed billions of dollars in payments for clients across the world and recently secured approval for its major payment institution license, enabling it to operate domestic money transfer and cross-border money transfer services.
Flywire serves clients across education, healthcare, travel, and B2B, including several Ivy League schools, and top US hospital systems. The company appears to be focussed on growth, including by strategic acquisitions and entry into new markets, recently in the Asia Pacific and Australia, as well as further developing its channel partners ecosystem.
Steph
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2021
$60m
SERIES F
Feb 2020
$120m
SERIES E
Total funding: $323.2m
Company benefits
- Competitive compensation, including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
- 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, Yoga/Pilates/HIIT Classes) 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!
- Work From Home Stipend
- Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
Company HQ
Boston, MA
Leadership
Mike Massaro
(CEO, not founder)Consultant at PwC. VP Strategic Accounts at Carrier IQ, before joining Flywire as VP Business Development in 2013. Became CEO upon departure of founder Iker Marcaide in 2013.
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