Manager, Support (Remote)

Customer Experience at Brex

The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our passionate team ensures we provide the best possible support experience for our customers. In daily communication with our customers, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams — Sales, Product, Operations, and Engineering. We prioritize customer retention by keeping high standards for how we serve our customers and by making sure they leave every conversation satisfied and inspired.

What you’ll do

This crucial role will enable the CX team to achieve its full potential through high quality recruiting, team development, and impactful initiatives. As Brex grows, so does the Customer Experience team. You will leverage your experience to partner with the Recruiting team to find and bring the best people in the world for this role to Brex. You will also focus on team development, finding every opportunity to support the performance and aspirations of your team members and supporting our ability to scale. At the same time, you will leverage your background to help create a consistently high-quality experience for each segment of Brex’s customer base. To do so, you will need to be close to our evolving product offerings, listen attentively to our customers about their experience, and use indicators like CSAT, QA, and qualitative data from the team to help keep the Customer Experience team moving in the right direction. You will be part of building a dynamic team while further simplifying the customer experience, both of which are essential for Brex to achieve our long-term vision. 

Responsibilities

• Recruit and close the best people in the world for the Customer Experience Specialist role
• Manage and develop (increase KPIs, career planning/development) a team of Customer Experience Specialists and Team Leads
• Be a subject matter expert of the Brex product and the Customer Experience team
• Handle customer escalations as needed
• Proactively identify gaps in the customer experience, our internal processes, and the team member experience, moving quickly and collaboratively to implement improvements 
• Monitor ongoing performance (case volume, CSAT) and ensure our commitments are met consistently
• Liaise with other department stakeholders to support cross-functional initiatives

Requirements

• 2+ years of experience as a manager of a customer support team
• Undergraduate degree

Bonus Points

• Experience in financial, tech, and/or fintech industries

Compensation

The expected salary range for this role is $91,200 - $114,000 CAD. However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.