Job Description

The Opportunity

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.

Key Responsibilities

• 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.

Qualifications

What we are looking for

• 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.

Nice to Have

• 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.

Additional Information

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program
• 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) 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!
• Great Talent & Development Programs

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

The US base salary range for this full-time position is $100,000 - $120,000 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. Your Talent Acquisition Partner can share more about the specific salary range for your preferred location during the hiring process.

Flywire is an equal opportunity employer. With over 30 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.

Flywire is an equal opportunity employer.

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