Vice President, Global Support

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.

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

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

Qualifications

Here’s What We’re Looking For:

• Strategic mindset with the ability to align support operations with overall business objectives.
• Demonstrated ability to lead, motivate, and mentor teams across diverse locations.
• Proven experience in a leadership role within a global support organization, ideally serving Education, Healthcare, or B2B customers.
• In-depth knowledge of technical support best practices, tools, and technologies.
• Strong track record of driving customer-centric initiatives and improving support processes.
• Experience in managing budgets and resources effectively.
• Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) is required; advanced degree is a plus.
• Exceptional communication and interpersonal skills to collaborate with internal teams and customers.

Additional Information

What We Offer:

• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Employee Stock Purchase Plan (ESPP)
• Competitive compensation, including Restricted Stock Units
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Be a meaningful part in our success - every FlyMate makes an impact
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Dynamic & Global Team (we have been collaborating virtually for years!)

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 Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire