Top Operations & Support Jobs

Provide technical support for Flywire’s Student Financial Services, eStore, and TPI products across the U.S. and Canada. Manage tickets within SLA requirements, troubleshoot web applications using research and command-line tools, communicate solutions to customers, and collaborate with product and engineering teams on escalations and enhancements. Maintain AI repositories and knowledge bases while using Claude, Gemini, and related tools to automate investigations, documentation, maintenance, and client communications.

Provides multilingual Korean and English customer support for international payment inquiries through phone, chat, email, and other channels. Troubleshoots complex payment issues, guides customers through payment processes, conducts proactive outreach and follow-up, documents interactions, escalates issues, gathers payer feedback, and collaborates with internal teams. The role requires empathy, cultural awareness, adaptability, and proficiency with Zendesk, Google Workspace, Looker, and banking partner systems.

Leads strategic planning, business opportunity evaluation, financial modeling, revenue optimization, and cross-functional execution for the Payments business. Develops business cases and recommendations, presents insights to senior leadership, supports quarterly and annual planning, establishes KPIs, and drives initiatives from analysis through implementation. Partners across product, engineering, finance, marketing, operations, and vertical teams while monitoring payments and fintech industry trends.

Leads the Americas Payment Experience team while handling complex payer inquiries across phone, chat, and email. Acts as an escalation point and payment-product expert, identifies payer experience improvements through data analysis, supports scheduling, training, quality reviews, team development, and project execution. Collaborates with regional and global stakeholders on launches, training materials, process optimization, and operational efficiency.

Provide advanced L2 technical support for hardware, software, connectivity, and remote employees. Administer access and permissions across Okta, Google Workspace, Slack, and Jira while supporting SOC2 access reviews. Manage hardware procurement, inventory, provisioning, tagging, and MDM deployment. Document scalable solutions, identify root causes, and automate workflows using scripting, APIs, self-service, and AI-driven support tools. Collaborate with global IT infrastructure teams on local operations and updates.

Serve as the first point of contact for international payers, resolving complex payment questions through phone, chat, email, and other channels. Provide personalized support, conduct proactive outreach, follow up on unresolved requests, handle escalations, and collaborate across departments. Collect and report customer feedback, identify recurring issues, assist with data trend analysis, mentor newer associates, and support training while adapting to changing processes and customer needs.