Delivering the most important & complex payments.

Client Success Operations Associate

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 1,001-5,000H1B SponsorCompany Site LinkedIn

Location

Massachusetts

Posted

87 days ago

Salary

$55K - $60K / year

2 yrs expEnglish

Job Description

• Respond to a high volume of customer tickets, calls, and emails with empathy, professionalism, and efficiency. • Troubleshoot technical issues using logs, developer tools, DataDog, and internal tools. • Provide clear replication steps, screen recordings, or documentation to escalate issues to Engineering. • Translate technical findings into simple, actionable updates for customers and internal stakeholders. • Assist in writing SOPs and contributing to knowledge base articles and internal documentation. • Take ownership of escalated or pattern-based tickets and track them to resolution. • Identify bugs or process inefficiencies and work with the team to improve the support workflow. • Support common use cases such as PDF conversion and basic platform navigation. • Maintain quality responses while averaging ~25 solved tickets per day (≈575–600/month).

Job Requirements

2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred)
Experience using Zendesk (tickets, macros, views, Help Center)
Familiarity with Jira, DataDog, browser developer tools, and analyzing logs or error messages.
Strong verbal and written communication skills; able to break down complex issues for technical and non-technical audiences.
Ability to self-prioritize in a high-volume support environment (600+ monthly solved tickets expected)
Strong organizational and time-management skills; comfortable with ticket queues, call logs, and daily targets.
Background in hospitality or hotel technology (e.g., PMS, eSign/ePay systems) is a plus.
Experience with SOP creation is a plus.

Benefits

Competitive compensation, including Restricted Stock Units
Employee Stock Purchase Plan (ESPP)
Flying Start - Our immersive Global Induction Program
Wellbeing Programs (Mental Health, Wellness) with Global FlyMates
Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!