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 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 a decade ago to solve high-stakes, high-value payments in education, using modern technology.
Today, we’ve digitized payments for more than 2,400 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!
With over 500 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 the support team for Healthcare at Flywire and oversee 2 teams supporting 2 product platforms.
- Expected to provide the highest level of expertise from a management perspective, a customer support perspective and technical perspective
- Manage goals and responsibilities for 2 teams (7 support engineers)
- Manage daily stand-ups with team
- Work directly with customers and participate in weekly customer calls to help with support ticket movement and escalations
- Engage and oversee any escalated customer issues. Help assist pulling all of the appropriate teams together, communicate with customers and project manage the entire process through completion
- Technical expertise to provide hands on assistance and mentoring when required
- 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
- Provide new and innovative processes to help the team achieve goals more effectively
- Oversee any new hiring for the team
- Identify gaps in workflow between the support team and other supporting teams and improve them to more effectively deliver support
- Work directly with Client Success, Engineering and Product team on a daily basis to maintain the highest standards for supporting our customers
- Monitor and report on any SLA delays including working with customer, escalating within the appropriate teams responsible (i.e. engineering or product) and push for completion
- Be prepared to be measured based on
- Ticket time to respond
- Client satisfaction
- Volume of SLA delays
- Ticket time to completion
- Team satisfaction
- Team training, growth and development
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
Primary Goals:
- Establish improved on-boarding processes
- Upgrade/improve metrics and dashboards reflecting team success
- Improve the efficiency and speed of support incidents requiring outside teams
- Develop a plan for improved training and knowledge sharing for existing team members
- Develop a plan for improving tier 2 support handling within the team and utilizing outside teams
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!)
- Submit today and get started!
Submit today and get started!
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 (don’t worry - this is the fun part!) your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.
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.