Client Success Operations Associate

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.

• Weekend coverage is required (Saturdays and Sundays) with two weekdays off (preferred days off not Monday or Friday).  Please only apply if you are able to provide weekend coverage
• 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 (575600/month).
• Participate in customer calls screen shares or trainings when escalations require higher-level communication.

Qualifications :

Heres What Were 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 
• 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 $55000-$60000 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 were excited to watch our unique culture evolve with each new hire.

Flywire is an equal opportunity employer.

#LI-Hybrid

Remote Work :

Yes

Employment Type :

Full-time