Client Success Operations Associate

Flywire; Boston (MA); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Employee Stock Purchase Plan (ESPP)

Wellbeing Programs

Job summary

A leading financial technology company seeks a Client Success Operations Associate for its Boston office. The role involves responding to customer inquiries, troubleshooting technical issues, and documenting findings. Applicants should have at least 2 years of experience in a customer-facing technical support role, preferably in B2B SaaS or e-commerce. Proficiency with Zendesk and strong communication skills are essential. The position requires weekend availability and offers competitive compensation including restricted stock units and benefits.

Qualifications

• 2+ years in a customer-facing technical support role (B2B SaaS or e-commerce preferred).
• Ability to rotate into holiday or on-call support schedules as needed.
• Background in hospitality or hotel technology is a plus.

Responsibilities

• Respond to a high volume of customer tickets, calls, and emails.
• Troubleshoot technical issues using logs and internal tools.
• Maintain quality responses while averaging ~25 solved tickets per day.

Skills

Strong verbal and written communication skills

Ability to self-prioritize

Demonstrated initiative in bug tracking

Organizational and time-management skills

Experience in customer-facing technical support

Tools

Zendesk

Jira

DataDog

Job description

Client Success Operations Associate

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.

The Opportunity

Weekend coverage is required (Saturdays and Sundays), with two weekdays off (preferred days 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 elevate issues to Engineering.
• Translate technical findings into simple, actionable updates for customers and internal stakeholders.
• Assist in writing SOPs and contribute 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 per month).
• Participate in customer calls, screen shares, or trainings when escalations require higher‑level communication.

Qualifications

• 2+ years in a customer‑facing technical support role (B2B SaaS or e‑commerce 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.
• Background in hospitality or hotel technology (e.g., PMS, eSign/ePay systems) is a plus.
• Experience with SOP creation is a plus.

What We Offer

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start – Our immersive Global Induction Program
• Dynamic & Global Team (virtual collaboration for years)
• Wellbeing Programs (Mental Health, Wellness) with Global FlyMates
• Meaningful impact – every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer and Digital Disconnect Days
• Great Talent & Development Programs

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go‑to” person for any questions.

The US base salary range for this full‑time position is $55,000–$60,000 plus restricted stock units and benefits. Salary is determined by role, position level, location, and related skills and experience. Your Talent Acquisition Partner can share more about the specific salary range for your preferred location during the hiring process.

Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.

Flywire is an equal opportunity employer.