Flywire · 3 weeks ago
Client Success Operations Associate
United States
Full-time
Remote
Entry Level
$55K/yr - $60K/yr
2+ years expFlywire is a global payments enablement and software company on a mission to deliver important and complex payments. The Client Success Operations Associate will provide first-line support for hospitality and e-commerce customers, focusing on resolving issues, documenting findings, and ensuring effective communication with clients.
Financial ServicesFinTechPaymentsService IndustrySoftware
Responsibilities
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)
Participate in customer calls, screen shares, or trainings when escalations require higher-level communication
Qualification
Required
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
Preferred
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
Dynamic & Global Team (we have been collaborating virtually for years!)
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!
Great Talent & Development Programs
Company
Flywire
Flywire is a payments enablement and software company that simplifies complex payments for its clients and their customers.
1001-5000 employees
H1B Sponsorship
Flywire has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (6)
2023 (7)
2022 (18)
2021 (7)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$583.3MKey Investors
Goldman SachsTemasek HoldingsBain Capital Ventures
2023-08-09Post Ipo Equity· $260.1M
2021-05-26IPO
2021-03-04Series F· $60M
Leadership Team
Mike Massaro
Chief Executive Officer
David King
Chief Technology Officer
Recent News
2026-01-05
2025-12-09
2025-12-04
Company data provided by crunchbase