Vice President, Global Support Services

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 3,100 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 1,000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

We are seeking a dynamic and experienced individual to join our team as the Vice President, Global Support. In this role, you will be responsible for leading and overseeing our worldwide technical support operations, and ensuring exceptional customer service and technical assistance across all regions. You will play a crucial role in developing and implementing strategic plans, optimizing processes, and fostering a customer-centric culture within the technical support organization. 

Join us as the Vice President, Global Support and be a pivotal force in delivering an exceptional support experience to our valued customers around the world. Together, we will revolutionize the way we support and serve our customers, ensuring their success and satisfaction!

Key Responsibilities:

1. Leadership and Strategy:
   • Provide visionary leadership to the global support team, setting clear objectives and direction.
   • Develop and execute the support strategy aligned with the company's goals and values.
   • Drive continuous improvement initiatives to enhance support capabilities, efficiency, and customer satisfaction.
2. Team Management:
   • Manage and mentor a diverse team of support managers and specialists across various locations.
   • Foster a collaborative and inclusive work environment that encourages growth, innovation, and teamwork.
   • Establish performance metrics and goals, conducting regular performance evaluations and feedback sessions.
3. Customer Experience:
   • Ensure a world-class customer support experience by overseeing timely and effective resolution of issues.
   • Implement customer feedback mechanisms to gauge satisfaction and identify areas for improvement.
   • Advocate for customers' needs and collaborate with other departments to address recurring issues and product improvements.
4. Operational Excellence:
   • Develop and enforce standard operating procedures (SOPs) to ensure consistency and quality in support delivery.
   • Oversee the utilization of support tools, technologies, and systems to optimize operations and resource allocation.
   • Analyze support data and metrics to make data-driven decisions and report on performance to senior management.
5. Cross-Functional Collaboration:
   • Collaborate closely with product development, engineering, and sales teams to align support with product roadmaps and customer needs.
   • Engage with key stakeholders to identify trends, opportunities, and challenges in the market and address them proactively.
6. Budgeting and Resource Allocation:
   • Prepare and manage the technical support budget, ensuring efficient resource allocation.
   • Forecast staffing needs, hiring, and onboarding of support personnel as per business demands.

Qualifications

Here’s What We’re Looking For:

• Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) is required; advanced degree is a plus.
• Must live in Central or Eastern time zone. 
• Proven experience in a leadership role within a global support organization, ideally serving Education, Healthcare, or B2B customers.
• Strong track record of driving customer-centric initiatives and improving support processes.
• Demonstrated ability to lead, motivate, and mentor teams across diverse locations.
• Exceptional communication and interpersonal skills to collaborate with internal teams and customers.
• In-depth knowledge of technical support