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Salary: USD 45,000 - 60,000 / annual
Flywire is seeking a Client Support Specialist to serve as the first line of support for hospitality and e-commerce customers. This role focuses on building technical support expertise through ticket triage, product troubleshooting, and customer communication.
You will handle inbound support tickets via email, web, and phone using Zendesk, managing a high-volume queue of approximately 25 solved tickets per day (575–600 monthly). Responsibilities include applying standard procedures to routine issues, troubleshooting by reproducing steps and reviewing logs/screenshots, supporting common use cases like PDF conversion and platform navigation, and escalating complex issues appropriately to Tier-2 and Engineering teams.
Beyond ticket resolution, you will contribute to internal knowledge management by helping write SOPs, Help Center articles, and internal documentation. You'll partner closely with Escalations and Engineering on escalated issues, provide proactive customer updates, and ensure clear handoffs. The role requires translating technical findings into simple, actionable language for both technical and non-technical audiences, identifying bugs or process inefficiencies, and participating in customer calls or screen shares when needed. You may also rotate into holiday or on-call support schedules.
Flywire is a global payments enablement and software company supporting over 5,300 clients across education, healthcare, travel, and B2B industries, with operations in 15 offices worldwide and a team of over 1,400 employees.
REQUIREMENTS:
- 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; ability 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
- Willingness to participate in customer calls, screen shares, or trainings when escalations require higher-level communication
- Ability to rotate into holiday or on-call support schedule as needed
