Client Success Operations Associate

Are you ready to trade your job for a journey? Become a Fly Mate!

Passion, excitement & global collaboration are all core to what it means to be a Fly Mate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you!

Flywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 global Fly Mates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for Fly Mates to join the next stage of our journey as we continue to grow.

As a Client Success Operations Associate, you will be the first line of support for our hospitality and e-commerce customers. This role focuses on solving routine issues, documenting findings, and delivering empathetic, professional communication to customers.

• Weekend coverage is required (Saturdays and Sundays), with two weekdays off (preferred days off not Monday or Friday). Please only apply if you are able to provide weekend coverage
• Respond to a high volume of customer tickets, calls, and emails with empathy, professionalism, and efficiency.
• Troubleshoot technical issues using logs, developer tools, Data Dog, and internal tools.
• Provide clear replication steps, screen recordings, or documentation to elevate 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.

• 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.
• 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.
• Background in hospitality or hotel technology (e.g., PMS, eSign/ePay systems) is a plus.
• Experience with SOP creation is a plus.

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #Inside Flywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness) with Global Fly Mates
• Be a meaningful part in our success - every Fly Mate makes an impact
• Competitive time off including Fly Better Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs