Client Success Operations Associate
Client Success Operations Associate
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Opportunity:
- 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 patternbased 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 oncall support schedule as needed.
Qualifications :
Heres What Were Looking For:
- 2 years in a customerfacing 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 nontechnical audiences.
- Ability to selfprioritize in a highvolume support environment (600 monthly solved tickets expected).
- Demonstrated initiative in bug tracking internal documentation or team training support.
- Strong organizational and timemanagement 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.
Additional Information :
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 goto person for any 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 were excited to watch our unique culture evolve with each new hire.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
