SaaS Software Support Specialist I — Help 14k+ Accounts

Flywire

Boston (MA)

Hybrid

USD 45,000 - 60,000

Full time

14 days+

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Job summary

Flywire is seeking a Software Support Specialist I, ideally based in the Eastern Time Zone. You will join a small team supporting 14,000+ invoiced accounts, delivering prompt, thoughtful answers to complex product questions via email, phone, and chat.

Responsibilities include diagnosing payment processing and integration issues, guiding clients to solutions, and contributing to documentation. The role offers a hybrid work model in the US and a competitive compensation package.

Qualifications

Bachelor's Degree from an accredited university.
1-3 years in a customer-facing role at a SaaS company.
Must have prior experience with Netsuite or Intacct.
Familiarity with Quickbooks, Xero, Salesforce, Avalara, Zapier, Bill.com, Hubspot, or Rest APIs.
Innovative problem solver.
Naturally diplomatic and tactful.
Reliable, honest, hardworking.

Responsibilities

Deliver prompt and accurate answers to unstructured questions about Invoiced features and integrations via email, phone, and chat.
Read logs to diagnose issues related to payment processing, integrations, and Invoiced features.
Escalate complex issues as needed to specialists.
Contribute to internal and customer-facing documentation.
Assist the implementation and customer success teams with client questions.