Software Support Manager

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 more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world. 

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 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

As the Software Support Manager, you will be responsible for overseeing the support team that assists clients with issues related to our invoice to cash and payments software platform. You’ll work closely with Product, Engineering, Solutions and Customer Success teams to manage escalations, improve processes, and ensure customer satisfaction.

You’ll play a critical role in refining support strategies, analyzing support metrics, and scaling support systems as the company grows.

Key Responsibilities

• Lead and mentor a team of technical & non-technical  support specialists and engineers.
• Oversee day-to-day support operations, ensuring timely and accurate responses to customer issues.
• Manage and prioritize technical escalations from key customers
• Develop and maintain SLA/KPI targets for the support team.
• Collaborate with Product and Engineering teams to resolve bugs and deliver timely fixes.
• Build and optimize support workflows, knowledge bases, and documentation.
• Analyze support ticket trends to identify product or training improvements.
• Implement tools and systems to improve efficiency, including ticketing systems (e.g., Zendesk, Jira).
• Own post-incident reviews and client communications for high-impact issues.
• Champion the voice of the customer in internal product and service discussions.
   

Qualifications

What we are looking for

• 5+ years in software support or technical customer support roles, with 2+ years in a leadership role.
• Experience supporting B2B software platforms, preferably in fintech or payments.
• Solid understanding of payment workflows, APIs, and software integrations.
• Solid understanding of ERP’s
• Strong knowledge of support tools and ITSM platforms (Zendesk, Freshdesk, Jira, Salesforce, etc.).
• Excellent analytical, communication, and interpersonal skills.
• Experience working with cross-functional teams (Customer Success, Solutions, Engineering, Product, Sales).
• Ability to thrive in a fast-paced, high-growth environment.
• Familiarity with SLA-driven environments and customer experience best practices.

Nice to Have

• Experience with B2B credit card and bank payments
• Exposure to SaaS platforms and cloud infrastructure (AWS, Azure).
• SQL or basic scripting knowledge to assist with troubleshooting.

Additional Information

What We Offer:

• Competitive compensation, including Restricted Stock Units 
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program 
• 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) 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 and Digital Disconnect Days!
• Great Talent & Development Programs

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring M