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Salary: USD 45,000 - 60,000 / annual
Flywire is seeking a Client Support Specialist (CS1) to serve as the first line of support for hospitality and e-commerce customers. This role focuses on building technical support skills, triaging tickets, solving product questions, and documenting escalations for the engineering team.
Key Responsibilities:
- Respond to high-volume customer tickets, calls, and emails (targeting ~25 solved tickets per day, 575–600 monthly) with empathy and professionalism
- Troubleshoot complex technical issues using logs, browser developer tools, DataDog, and internal monitoring dashboards
- Reproduce customer issues, gather screenshots and error logs, and isolate variables (browser, network, payment gateway)
- Provide clear replication steps and documentation to escalate issues to Engineering
- Translate technical findings into simple, actionable updates for customers and internal stakeholders
- Handle inbound tickets via email, web, and phone using Zendesk, applying standard procedures to routine problems
- Support common use cases such as PDF conversion and basic platform navigation
- Contribute to macros, Help Center articles, SOPs, and internal documentation
- Partner with Escalations/Tier-2 and Engineering teams on escalated or pattern-based issues
- Identify bugs and process inefficiencies to improve support workflow
- Participate in customer calls, screen shares, and trainings when escalations require higher-level communication
- Rotate into holiday or on-call support schedules as needed
Tools Used: Zendesk (tickets, macros, views, Explore), Jira, Confluence, browser developer tools, DataDog, PDF conversion tools, and hospitality SaaS platforms.
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 high-volume support environments (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 (PMS, eSign/ePay systems) is a plus
- Experience with SOP creation is a plus
