Franchise Success Manager – Chicago Area Preferred
WIN Home Inspection
Client Success Operations Associate
Flywire
full-time
Posted on:
Location: Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $60,000 per year
Job Level
JuniorMid-Level
About the role
- 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
Requirements
- 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
- 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
- Background in hospitality or hotel technology is a plus
- Experience with SOP creation is a plus
