Tool Optimisation Analyst
- Valencia
- Permanente
- Tiempo completo
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.Job DescriptionTool Optimisation Analyst ⚙️The OpportunityFlywire 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 teamQualificationsWhat 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 experiencesTechnologies We UseCRM: Zendesk, Salesforce
Chatbots
Project Management: Jira, Confluence
Analytics & Reporting: Looker, Excel
Web Tools: HTML, CSS, JavaScriptAdditional InformationWhat 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