Job Description

The Opportunity:

As a Client Success Operations Associate, you will be the first line of support for our hospitality and e-commerce customers. This role focuses on solving routine issues, documenting findings, and delivering empathetic, professional communication to customers.

• Respond to a high volume of customer tickets, calls, and emails with empathy, professionalism, and efficiency.
• Troubleshoot 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 support workflow.
• 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).
• Participate in customer calls, screen shares, or trainings when escalations require higher-level communication.

Qualifications

Here's What We're Looking For:

• 2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred).
• Experience using Zendesk (tickets, macros, views, Help Center).
• Ability to rotate into holiday or on-call support schedules as needed.
• 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.

Additional Information

What We Offer:

• 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
• Competitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Submit today and get started!

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.

Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.

The US base salary range for this full-time position is $50,000-$60,000 plus restricted stock units and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training.

#LI-Hybrid