Client Success Operations Associate
About The Position
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, 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.
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 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.
Nice To Haves
- Background in hospitality or hotel technology (e.g., PMS, eSign/ePay systems) is a plus.
- Experience with SOP creation is a plus.
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.
Benefits
- 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 #InsideFlywire on social media
- Dynamic & Global Team (we have been collaborating virtually for years!)
- Wellbeing Programs (Mental Health, Wellness) with Global FlyMates
- Be a meaningful part in our success - every FlyMate makes an impact
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
- Great Talent & Development Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
