Flywire

Customer Success Manager

• First line of support for hospitality and e-commerce customers
• Respond to high volume of tickets, calls, and emails with empathy and professionalism
• Troubleshoot technical issues using logs, developer tools, DataDog, and internal tools
• Provide replication steps, screen recordings, or documentation to escalate issues to Engineering
• Translate technical findings into simple, actionable updates for customers and stakeholders
• Assist in writing SOPs and contributing to knowledge base and internal documentation
• Take ownership of escalated or pattern-based tickets and track to resolution
• Identify bugs or process inefficiencies and work with the team to improve workflow
• Support common use cases such as PDF conversion and basic platform navigation
• Maintain quality responses while averaging ~25 solved tickets per day
• Participate in customer calls, screen shares, or trainings when escalations require higher-level communication

Client Success Operations Associate