Customer Support Specialist

Flywire
Chicago
Workplace: HybridFull timeUSD 45,000 - 60,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Empathy","Professionalism","Communication","Organization","Time management"]

Serve as the first line of support for hospitality/e-commerce customers, handling inbound tickets and calls from intake to resolution. Use Zendesk to troubleshoot routine issues, reproduce problems, and analyze logs/screenshots while maintaining high-quality, empathetic communication. Build knowledge via macros, Help Center articles, and SOPs, and partner with Escalations/Tier-2 and Engineering to resolve complex or pattern-based escalations.

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FursaFursa
Flywire
Flywire
3 days ago

Customer Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Serve as the first line of support for hospitality/e-commerce customers, handling inbound tickets and calls from intake to resolution. Use Zendesk to troubleshoot routine issues, reproduce problems, and analyze logs/screenshots while maintaining high-quality, empathetic communication. Build knowledge via macros, Help Center articles, and SOPs, and partner with Escalations/Tier-2 and Engineering to resolve complex or pattern-based escalations.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle inbound tickets (email/web/phone) using Zendesk from intake to resolution, following standard procedures and escalating appropriately.
  • •Troubleshoot by reproducing steps, reviewing screenshots/logs, isolating variables (e.g., browser, network, payment gateway), and supporting common use cases like PDF conversion.
  • •Maintain response quality while averaging ~25 solved tickets per day and provide proactive updates with clear handoffs.
  • •Contribute to macros, Help Center articles, SOPs, and internal documentation; assist in knowledge base improvements.
  • •Partner with Escalations/Tier-2 and Engineering on escalated issues by providing replication steps and documentation, tracking pattern-based tickets to resolution.

Pay and Benefits

Salary: USD 45,000 - 60,000 annually

Key Requirements

  • •2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred).
  • •Experience using Zendesk, including Explore, Help Center, and custom views/macros.
  • •Familiarity with Jira, DataDog, browser developer tools, and analyzing logs or error messages.
  • •Strong verbal and written communication skills for technical and non-technical audiences.
  • •Ability to self-prioritize in a high-volume support environment (600+ monthly solved tickets expected).
Experience:B2B SaaSE-commerceHospitality
Skills:EmpathyProfessionalismCommunicationOrganizationTime management
Languages:English
Tech Stack:ZendeskZendesk ExploreZendesk Help CenterZendesk macrosJiraConfluenceDataDogBrowser developer toolsPDF conversion tools

Company Brief

Flywire
Provides a global payments platform and vertical-specific software to enable complex cross-border and domestic receivables for education, healthcare, travel and B2B clients, streamlining payments, reconciliation and receivables workflows.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Boston, United States
Founded: 2009
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Glassdoor: 3.5
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