Software Support Manager, Flywire
$100-120k
+ Restricted Stock Units + Employee Stock Purchase Plan
Global payments processing
Be an early applicant
Global payments processing
1001+ employees
Be an early applicant
$100-120k
+ Restricted Stock Units + Employee Stock Purchase Plan
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
- 5+ years in software support or technical customer support roles, with 2+ years in a leadership role
- Experience supporting B2B software platforms, preferably in fintech or payments
- Solid understanding of payment workflows, APIs, and software integrations
- Solid understanding of ERP’s
- Strong knowledge of support tools and ITSM platforms (Zendesk, Freshdesk, Jira, Salesforce, etc.)
- Excellent analytical, communication, and interpersonal skills
- Experience working with cross-functional teams (Customer Success, Solutions, Engineering, Product, Sales)
- Ability to thrive in a fast-paced, high-growth environment
- Familiarity with SLA-driven environments and customer experience best practices
Desirable
- Experience with B2B credit card and bank payments
- Exposure to SaaS platforms and cloud infrastructure (AWS, Azure)
- SQL or basic scripting knowledge to assist with troubleshooting
What the job involves
- As the Software Support Manager, you will be responsible for overseeing the support team that assists clients with issues related to our invoice to cash and payments software platform
- You’ll work closely with Product, Engineering, Solutions and Customer Success teams to manage escalations, improve processes, and ensure customer satisfaction
- You’ll play a critical role in refining support strategies, analyzing support metrics, and scaling support systems as the company grows
- Lead and mentor a team of technical & non-technical support specialists and engineers
- Oversee day-to-day support operations, ensuring timely and accurate responses to customer issues
- Manage and prioritize technical escalations from key customers
- Develop and maintain SLA/KPI targets for the support team
- Collaborate with Product and Engineering teams to resolve bugs and deliver timely fixes
- Build and optimize support workflows, knowledge bases, and documentation
- Analyze support ticket trends to identify product or training improvements
- Implement tools and systems to improve efficiency, including ticketing systems (e.g., Zendesk, Jira)
- Own post-incident reviews and client communications for high-impact issues
- Champion the voice of the customer in internal product and service discussions
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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