Software Support Specialist I

Flywire
Boston
Workplace: HybridFull timeUSD 45,000 - 60,000 annuallyFunction: Customer Support (Service Desk)Experience: 1-3 yearsEducation: bachelorsSkills: ["Problem-solving","Diplomacy","Communication","Reliability","Documentation"]

Support 14,000+ active invoiced accounts as part of a three-specialist team, answering complex, unstructured questions about invoiced features and integrations via email, phone, and chat. Diagnose payment processing issues by reading integration, API, and payment logs, then escalate advanced problems to technical specialists. Help customers and internal teams with documentation, calls when needed, and SME coverage for invoiced functionality.

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FursaFursa
Flywire
Flywire
3 days ago

Software Support Specialist I

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Support 14,000+ active invoiced accounts as part of a three-specialist team, answering complex, unstructured questions about invoiced features and integrations via email, phone, and chat. Diagnose payment processing issues by reading integration, API, and payment logs, then escalate advanced problems to technical specialists. Help customers and internal teams with documentation, calls when needed, and SME coverage for invoiced functionality.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide prompt, accurate responses to unstructured questions about invoiced features and integrations via email, phone, and chat.
  • •Diagnose issues by reading integration, API, and payment logs related to payment processing and invoiced features.
  • •Decide when to move conversations from email to calls, and autonomously schedule and lead those calls.
  • •Escalate complex issues to a Technical Software Support Specialist.
  • •Contribute to internal and customer-facing documentation and support implementation/customer success with client questions.

Pay and Benefits

Salary: USD 45,000 - 60,000 annually
Perks:Equity

Key Requirements

  • •Bachelor’s degree from an accredited university.
  • •1-3 years in a customer-facing role at a SaaS company.
  • •Prior experience with Netsuite or Intacct.
  • •Familiarity with Quickbooks, Xero, Salesforce, Avalara, Zapier, Bill.com, Hubspot, or REST APIs.
  • •Ability to be an innovative problem solver with diplomatic, tactful communication and reliability.
Experience:1-3 yearsSaaS
Education:Bachelor's
Skills:Problem-solvingDiplomacyCommunicationReliabilityDocumentation
Languages:English
Tech Stack:NetsuiteIntacctQuickbooksXeroSalesforceAvalaraZapierBill.comHubspotREST APIsAPIEmailPhoneChatPayment logs

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
Glassdoor
Glassdoor: 3.5
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