CX System Analyst

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., We're looking for an experienced CX System Analyst to ensure our Client and Payer Experience (CPE) tools run seamlessly and continue to evolve with business needs ?. Reporting to the Tool Optimisation Lead, you'll play a key role in maintaining a reliable and efficient tech ecosystem designed to enhance both customer and agent experiences ?. You'll collaborate with teammates and cross-functional partners to troubleshoot issues, streamline workflows, and deliver system improvements that have real impact.

What You'll Do

️ Manage and configure tools such as Zendesk and our chatbot platform ? Develop and test automated workflows to boost self-service capabilities ? Monitor performance and usage, preparing reports and identifying opportunities for optimisation ? Partner with stakeholders to gather requirements and support tool enhancements and new feature rollouts ? Contribute to system-related projects, tracking tasks and ensuring on-time delivery ? Document processes and updates to share knowledge across the team

️ 2-4 years' experience in system optimisation, CRM administration, or customer service platforms ️ Strong proficiency with support technologies (Zendesk, chatbots, CRM platforms) ️ ️ Comfortable analysing data with spreadsheets and reporting tools (Excel, Looker) ? ️ Working knowledge of HTML, CSS, or JavaScript (advantageous) ? ️ Strong problem-solving skills, attention to detail, and effective time management ️ ️ Clear communicator who collaborates easily across teams ? ️ Passion for using technology to improve customer and agent experiences ?

Technologies We Use

? CRM: Zendesk, Salesforce ? Chatbots ? ? Project Management: Jira, Confluence ? Analytics & Reporting: Looker, Excel ? Web Tools: HTML, CSS, JavaScript

• 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

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 3,300+ 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 1000+ 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., Flywire is a global payments leader, consistently recognised as one of the best companies to work for ?.