About the role
Are you ready to trade your job for a journey? Become a FlyMate! Passion, excitement & global collaboration are all core to what it means to be a FlyMate. 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!
Who we are: 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 5,100 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 FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow. The Opportunity: The CS1 role is the first line of support for our hospitality/e-commerce customers—triaging tickets, solving product questions, and documenting steps for the next team when needed. This role focuses on building technical support skills, using standard procedures to solve routine issues, and maintaining consistent, high-quality communication with customers.
Responsibilities: Respond to a high volume of customer tickets, calls, and emails with empathy, professionalism, and efficiency. Troubleshoot complex 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
