Tool Optimisation Analyst

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 3,300+ 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.

Tool Optimisation Analyst ⚙️

The Opportunity

Flywire is a global payments leader, listed on the NASDAQ and consistently ranked as one of the best companies to work for 🌍.

We’re looking for an experienced Tool Optimisation 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 tool 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 tool-related projects, tracking tasks and ensuring on-time delivery

📝 Document processes and updates to share knowledge across the team

What We’re Looking For

✔️ 2–4 years’ experience in tool optimisation, systems administration, or customer service platforms

✔️ Strong proficiency with support technologies (preferably 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

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 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 30 nationalities across 12 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.

Flywire is an equal opportunity employer.

#LI-Hybrid