Manager, Reconciliation and Process Support
Company Description
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 transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We've got a leading technology platform and a global payments networked that is unrivaled. What more do we need to truly be unstoppable? Perhaps, that is you!
Who We Are:
Flywire was founded in 2011 by a former international student, who experienced firsthand all the challenges of paying for college from another country-and made it his mission to solve them.
Today, Flywire has applied our next-gen payments platform combined with our proprietary global payments network and vertical software to expand and digitize the payment experience for over 2,250 education, healthcare, travel & B2B clients world-wide, processing more than $7B annually and covering more than 240 countries and territories globally. And, we're just getting started!
With over 600 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.
Job Description
The Opportunity:
We are seeking a smart, hungry, and high-energy Technical Support professional to join our dynamic and growing company. This individual will manage Flywire's brand new Reconciliation and Process team.
- Expected to provide the highest level of expertise from a management perspective, a customer support perspective and technical perspective
- Manage daily stand-ups with team
- Help build, support and run processes which are designed to analyze the data in and out of the products
- Analyze complex data flow scenarios in order to build processes to monitor and detect problems in these processes
- Work regularly with customers on remediation steps and improvements for inconsistencies found
- Help develop reporting and communication steps for reviewing these reconciliation results efficiently with customers
- Help define the various rules and monitoring steps required to watch data flow at the specific unique customer level
- Help identify additional tools that can be utilized to improve and speed up the overall monitoring and reconciliation processes
- Help develop manual steps to implement new prototype monitoring/recon rules as an initial step towards automating or productizing it
- Oversee, update and maintain the documentation for the team (Confluence)
- Provide updates and maintenance on existing dashboards displaying all metrics of team
- Build and develop improved ways to measure and track the team based on existing and new goals developed for the team's success
- Oversee any new hiring for the team
- Work directly with Client Success, Engineering and Product team on a daily basis to maintain the highest standards for supporting our customers
Qualifications
Here's What We're Looking For:
- 5+ years technical management experience with small to medium sized teams
- 10+ years technical support experience either individual contributor or manager
- Strong background in healthcare billing
- Proficiency in MySQL and general Unix commands
- BS degree (required)
- Strong background in support management overseeing web-based applications
- Strong experience growing/training/mentoring a team for success
- Excellent communication skill working with customers
- Excellent communication skills working with other teams
- Strong background in working in a high-speed technical support environment
- Strong background with team dashboards, metrics and measuring a team for success
- Great deductive skills
- Excellent ability to understand and translate support incidents and deliver results based on feedback from customers, engineering staff and all of the teams involved in the solution
- Strong SQL and Bash skills a plus
Additional Information
What We Offer:
- Competitive compensation, including stock options
- Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
- 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, Yoga/Pilates/HIIT Classes) 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
- WFH Stipend & Digital Disconnect Days
- Great Talent & Development Programs (Managers Taking Flight - for new or aspiring managers!)
Our Hiring Process:
We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (it is not that bad!). Your TA Partner will walk you through the steps and be your "go-to" person for any questions.
Flywire is an equal opportunity employer. With over 40 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.