Client Success Operations Associate
Flywire
full-time
Posted on:
Location Type: Remote
Location: Remote • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $60,000 per year
Job Level
JuniorMid-Level
About the role
- 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 (≈575–600/month).
Requirements
- 2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred)
- Experience using Zendesk (tickets, macros, views, Help Center)
- 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)
- 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.
Benefits
- Competitive compensation, including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Our immersive Global Induction Program
- Wellbeing Programs (Mental Health, Wellness) with Global FlyMates
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingSOP creationbug identificationprocess improvementtechnical documentationcustomer supportticket resolutiondata analysis
Soft skills
empathyprofessionalismefficiencycommunicationorganizational skillstime-managementself-prioritization