Join Our Flash Team as a Manager, Support Services!

Flash is looking for a Manager, Support Services to help deliver on our mission to free consumers from the hassles of everyday travel by making it faster and easier to get where you need to go, so they can focus on the destination.

The Manager, Support Services is responsible for leading the Customer Service Representative (CSR) teams to ensure fast, accurate ticket triage, high-quality documentation, and exceptional customer experience. This role oversees frontline support operations, ensuring tickets are properly routed, documented, and handed off cleanly to next-level teams. The Manager, Support Services, is accountable for team performance, backlog health, and maintaining high standards in ticket handling and customer communication. The ideal candidate is a strong operational leader who drives accountability, coaching, and continuous improvement across frontline support processes.

At Flash, we empower our employees to innovate, collaborate, and solve impactful challenges. As part of our Santo Domingo team, you’ll work with cutting-edge technologies, drive meaningful product improvements, and contribute to a customer-first culture in a dynamic, fast-growing company!

Location: Santo Domingo, Dominican Republic; This is a hybrid position; Tuesday, Wednesday, and Thursday are on-site at our office in Metro Plaza; Monday and Friday are remote.

Travel: 0%

Language: Spoken and written fluency in English and Spanish required

What You'll Do:

• Lead and manage the CSR day and overnight teams, including hiring, training, and performance management
• Drive same-day ticket triage (“ticket day trading”) to ensure fast and efficient routing of all cases
• Monitor and manage ticket backlog and SLA risks
• Enforce high standards for ticket hygiene and documentation quality, ensuring all required fields and notes are accurate and complete
• Ensure strong handoff discipline, with clear, actionable, and complete ticket documentation
• Monitor and improve customer experience (CSAT) across Freshdesk and Dialpad
• Ensure CSRs are active and available in Freshdesk and Dialpad to support proper routing and call handling
• Adjust and manage staffing to maintain appropriate coverage
• Conduct regular team meetings, coaching sessions, and 1:1s focused on performance, ticket quality, and development
• Track and report on key metrics, including triage timeliness, ticket quality, misroutes, and CSAT
• Provide weekly performance summaries to the Director of Support Services, including trends, risks, actions taken, and focus areas
• Partner with L1 and L2 leadership to align on expectations and improve cross-team efficiency
• Identify knowledge gaps and coordinate training to improve team performance
• Monitor Slack channels and other communication channels for trends, issues, and escalation signals
• Drive continuous improvement initiatives to enhance workflows, triage accuracy, and operational efficiency

 What You Bring:

• Strong ability to lead and manage frontline support teams in a fast-paced environment
• Deep understanding of ticket triage, routing, and support workflows across multiple tiers
• Ability to enforce high standards of documentation, accuracy, and accountability
• Strong communication skills with the ability to collaborate across teams and influence outcomes
• Experience with support tools such as Freshdesk, Dialpad, or similar ticketing and telephony systems
• Ability to analyze metrics and trends to drive performance improvements
• Highly organized, with the ability to manage multiple priorities and maintain focus on execution
• Demonstrates reliability, accountability, and a strong coaching mindset
• Ability to identify process gaps and implement improvements
• Commitment to delivering a high-quality customer experience through consistency and professionalism

Qualifications:

• Minimum of 3–5 years in a leadership role in a support or call center environment
• Bachelor's degree or equivalent education and experience preferred

 Company Benefits and Perks: 

• Hybrid role at our new office at Metro Plaza
• Legal Dominican benefits
• Supplemental Private Medical Insurance (HUMANO)
• Gym subsidy
• Meal subsidy 
• Competitive salary
• Annual vacation bonus

Software Development Engineer in Test 

Join Our Flash Team as a Software Development Engineer in Test (SDET) in the Dominican Republic!

Flash is seeking a highly skilled and motivated SDET to build scalable automated testing solutions that ensure high-quality software delivery. The SDET is an engineer first—responsible for designing, developing, and maintaining automated test frameworks, integrating quality into CI/CD pipelines, and partnering with development teams to prevent defects early in the software lifecycle.

This is not a traditional QA or automation role. We are seeking an engineer-first SDET who can design and build testing frameworks from the ground up, operate at the code level, and integrate quality deeply into the development lifecycle. You will work across the stack—UI, API, and database layers—to ensure scalable, high-quality software delivery.

This is a high-impact role with direct influence on product quality and engineering practices. You’ll have the opportunity to modernize legacy frameworks, introduce new technologies, and shape testing strategy and tools from the ground up. Working with cutting-edge tools—including AI-assisted development—you’ll be empowered to innovate, experiment, and drive meaningful change across the organization.

Location: Santo Domingo, Dominican Republic; Hybrid – 3 days in office (Tuesday - Thursday)

Travel: 0%

Language: Spoken and written fluency in English and Spanish required

What You'll Do:

• Design and build automated test frameworks and tools from scratch
• Develop and execute automated tests across UI, API, and database layers
• Integrate automated testing into CI/CD pipelines (GitHub Actions, Jenkins)
• Partner closely with Engineering, Product, and QE teams to define test strategies and improve quality early in the development cycle
• Review code and provide feedback to ensure testability and quality standards
• Identify defects, troubleshoot root causes, and collaborate on solutions
• Build and manage test environments, test data, and supporting infrastructure
• Contribute to performance and security testing efforts
• Leverage AI tools (e.g., GitHub Copilot, Gemini CLI) to improve development and testing efficiency
• Continuously evaluate and introduce new tools, frameworks, and best practices

 What You Bring:

Technical Skills

• 5+ years of experience in software development with a strong testing focus
• Strong programming skills in TypeScript and/or C# (Java acceptable; Python a plus)
• Proven experience building test frameworks from scratch
• Hands-on experience testing at the API and/or database layer
• Strong experience with relational databases (SQL, MSSQL, Oracle)
• Experience with UI test automation (Playwright preferred; Selenium or Appium acceptable)
• Experience with GitHub and CI/CD pipelines (GitHub Actions preferred; Jenkins acceptable)
• Experience working in AWS environments (preferred)
• Strong understanding of SDLC and Agile methodologies
• Exposure to mobile testing is a plus
• Experience with both RESTful and SOAP APIs is a plus
• Familiarity with Linux environments (in addition to Windows) is a plus
• Experience with AI-assisted development tools (e.g., GitHub Copilot, Microsoft Copilot, Gemini) is a plus

Soft Skills

• Excellent problem-solving skills; naturally curious and solution-oriented
• Collaborative, team-focused mindset
• Ability to build scalable systems and think structurally
• Comfortable working from broad direction and driving toward clear outcomes
• Confident asking questions and constructively challenging requirements
• Able to work independently and stay on task
• Strong analytical thinking with excellent communication skills
• Quick learner who can adapt to new technologies
• Passion for continuous learning

Qualifications:

• 5+ years of experience in a software development with a testing focus
• Bachelor's degree in Computer Science, Engineering, or a related field.
• Bi-lingual in Spanish and English, written and spoken

 Company Benefits and Perks:

• Hybrid role at our new office at Metro Plaza
• Legal Dominican benefits
• Supplemental Private Medical Insurance (HUMANO)
• Gym subsidy
• Meal subsidy 
• Competitive salary
• Annual vacation bonus

The Coordinator, Age & Identity Investigations supports Major League Baseball’s investigations into the ages and identities of amateur prospects in the Dominican Republic and other countries.  The analyst is part of a team responsible for overseeing field investigations, conducting interviews, analyzing investigative findings, and reviewing documents.

Responsibilities

• Supervise DR Field investigators, review investigators’ reports, and gather and analyze information from those reports
• Prepare and assist investigators with witness interviews
  • Cross check investigations with information obtained from interviews
• Work with MLB analysts in New York to gather and analyze publicly available information, including government records, social media, and news reports.  Develop alerts for relevant updates.
• Maintain database records and logs of age and identity investigative activities, including in case management systems.
  • Translate information from Spanish to English
  • Assist MLB with legal processes and procedures involving age and identity investigations
  • Prepare cases for Age and Identity Review Committee (Draft Summaries)
  • Analysts shall familiarize themselves with MLB rules and regulations
  • Develop and maintain a relationship with all DR MLB academy directors
• Secure and preserve data and publicly available information
• Maintain working relationships with Junta Central Electoral (JCE) and other government institutions in the Dominican Republic
• Maintain a working relationship with the U.S. Consulate in Santo Domingo
• Work closely with MLB Dominican Office initiatives, including presentations and workshops regarding the department
• Assist MLB’s Department of Investigations in the Dominican Republic as directed
• Contribute to the development and improvement of investigation protocols and best practices
• Assist in training and mentoring interns and field investigators

Qualifications & Skills

• Fluency in English (oral and written) required
• Bachelors at Law (LL.B.) and a minimum of 2 years’ legal experience strongly preferred
• Strong writing skills required
• Prosecutorial or investigations background strongly preferred
• Professional demeanor, organized, and detail-oriented
• Ability to maintain confidentiality and impartiality
• Ability to manage deliverables with time-sensitive deadlines
• This position is based in Dominican Republic and will involve travel throughout the country
• Working knowledge of Microsoft Office
• Advanced analytical and critical thinking skills, with the ability to assess complex information and reach logical conclusions
• Familiarity with Dominican legal, civil registry, or immigration systems preferred
• Dominican Residency and work authorization required