Customer Support Specialist

The Opportunity:

The CS1 role is the first line of support for our hospitality/e-commerce customerstriaging 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.

Responsibilities:

• 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.

What Youll Do

• 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 (575600/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.
   

Qualifications :

Heres What Were Looking For:

• 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.

Tools Youll 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
   

Additional Information :

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 and follows a policy of administering all employment decisions and personnel actions without regard to race color religion sex pregnancy gender identity national origin age ancestry physical or mental disability sexual orientation genetic disposition or carrier status veteran status or any other category protected under applicable national federal state or local law.

The US base salary range for this full-time position is $45000 - $60000 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

Remote Work :

No

Employment Type :

Full-time