Customer Support Specialist , Flywire
$45-60k
Global payments processing
Open for applications
Global payments processing
1001+ employees
Open for applications
$45-60k
1001+ employees
Company mission
To improve the payment experience for everyone.
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 is a plus
- Participate in customer calls, screen shares, or trainings when escalations require higher-level communication
- Rotate into the holiday or on-call support schedule as needed
What the job involves
- The CS1 role is the first line of support for our hospitality/e-commerce customers—triaging tickets, solving product questions, and documenting steps for the next team when needed
- This role focuses on building technical support skills, using standard procedures to solve routine issues, and maintaining consistent, high-quality communication with customers
- 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
- Handle inbound tickets (email/web/phone) from intake to resolution using Zendesk
- Apply standard procedures to routine problems; escalate when appropriate
- Troubleshoot by reproducing steps, reviewing screenshots/logs, and isolating variables (browser, network, payment gateway, etc.)
- Support common use cases such as PDF conversion and basic platform navigation
- Maintain quality responses while averaging ~25 solved tickets per day (≈575–600/month)
- Contribute to macros, Help Center articles, and internal documentation
- Partner with Escalations/Tier-2 and Engineering on escalated issues
- Provide proactive updates to customers and ensure clear handoffs
- Tools You’ll Use:
- Zendesk (tickets, macros, views, Explore)
- Jira (bug tickets) and Confluence (SOPs/KB)
- Browser developer tools; basic log review
- DataDog and internal monitoring dashboards
- PDF conversion tools and hospitality SaaS platforms
Application process
- We are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager and other Flymates. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for questions
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 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 HQ
Downtown Crossing, Boston, MA
Leadership
Mike Massaro
(CEO)Mike joined Flywire as a VP of Business Development in 2012 before becoming CEO in 2013. Prior to this, he spent 6 years at Carrier IQ as a VP of Strategic Accounts & Corporate Development and Advisor.
Salary benchmarks
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