Flywire
Overview
As the Software Support Manager, you will be responsible for overseeing the support team that assists clients with issues related to our invoice to cash and payments software platform. You’ll work closely with Product, Engineering, Solutions and Customer Success teams to manage escalations, improve processes, and ensure customer satisfaction. You’ll play a critical role in refining support strategies, analyzing support metrics, and scaling support systems as the company grows. Key Responsibilities
Lead and mentor a team of technical & non-technical support specialists and engineers. Oversee day-to-day support operations, ensuring timely and accurate responses to customer issues. Manage and prioritize technical escalations from key customers. Develop and maintain SLA/KPI targets for the support team. Collaborate with Product and Engineering teams to resolve bugs and deliver timely fixes. Build and optimize support workflows, knowledge bases, and documentation. Analyze support ticket trends to identify product or training improvements. Implement tools and systems to improve efficiency, including ticketing systems (e.g., Zendesk, Jira). Own post-incident reviews and client communications for high-impact issues. Champion the voice of the customer in internal product and service discussions. Qualifications
5+ years in software support or technical customer support roles, with 2+ years in a leadership role. Experience supporting B2B software platforms, preferably in fintech or payments. Solid understanding of payment workflows, APIs, and software integrations. Solid understanding of ERPs. Strong knowledge of support tools and ITSM platforms (Zendesk, Freshdesk, Jira, Salesforce, etc.). Excellent analytical, communication, and interpersonal skills. Experience working with cross-functional teams (Customer Success, Solutions, Engineering, Product, Sales). Ability to thrive in a fast-paced, high-growth environment. Familiarity with SLA-driven environments and customer experience best practices. Nice to Have
Experience with B2B credit card and bank payments Exposure to SaaS platforms and cloud infrastructure (AWS, Azure). SQL or basic scripting knowledge to assist with troubleshooting. Additional Information / Benefits
Competitive compensation, including Restricted Stock Units Employee Stock Purchase Plan (ESPP) Flying Start - Our immersive Global Induction Program Work with brilliant people; 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 and Digital Disconnect Days Great Talent & Development Programs 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.
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As the Software Support Manager, you will be responsible for overseeing the support team that assists clients with issues related to our invoice to cash and payments software platform. You’ll work closely with Product, Engineering, Solutions and Customer Success teams to manage escalations, improve processes, and ensure customer satisfaction. You’ll play a critical role in refining support strategies, analyzing support metrics, and scaling support systems as the company grows. Key Responsibilities
Lead and mentor a team of technical & non-technical support specialists and engineers. Oversee day-to-day support operations, ensuring timely and accurate responses to customer issues. Manage and prioritize technical escalations from key customers. Develop and maintain SLA/KPI targets for the support team. Collaborate with Product and Engineering teams to resolve bugs and deliver timely fixes. Build and optimize support workflows, knowledge bases, and documentation. Analyze support ticket trends to identify product or training improvements. Implement tools and systems to improve efficiency, including ticketing systems (e.g., Zendesk, Jira). Own post-incident reviews and client communications for high-impact issues. Champion the voice of the customer in internal product and service discussions. Qualifications
5+ years in software support or technical customer support roles, with 2+ years in a leadership role. Experience supporting B2B software platforms, preferably in fintech or payments. Solid understanding of payment workflows, APIs, and software integrations. Solid understanding of ERPs. Strong knowledge of support tools and ITSM platforms (Zendesk, Freshdesk, Jira, Salesforce, etc.). Excellent analytical, communication, and interpersonal skills. Experience working with cross-functional teams (Customer Success, Solutions, Engineering, Product, Sales). Ability to thrive in a fast-paced, high-growth environment. Familiarity with SLA-driven environments and customer experience best practices. Nice to Have
Experience with B2B credit card and bank payments Exposure to SaaS platforms and cloud infrastructure (AWS, Azure). SQL or basic scripting knowledge to assist with troubleshooting. Additional Information / Benefits
Competitive compensation, including Restricted Stock Units Employee Stock Purchase Plan (ESPP) Flying Start - Our immersive Global Induction Program Work with brilliant people; 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 and Digital Disconnect Days Great Talent & Development Programs 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.
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