Support Specialist I

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

At Brex we deeply value high quality customer experience and view it as necessary to our success. As a Support Specialist I for Brex, your goal is to make our customers happy and productive, to work collaboratively with Sales, Product, and Engineering, to set a high standard for how we serve our customers, and to always communicate with empathy and respect.

Where you’ll work

This role will be fully remote and based in Vancouver.

Responsibilities

• Effectively resolve customer inquiries in a considerate and timely manner via, email, phone, and chat
• Compose thoughtful, personalized responses for a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the rest of the team
• Identify, reproduce, and document bugs for the Engineering teams
• Make active contributions to help achieve team goals and successes
• Contribute to the ongoing learning and success of your team and the company by sharing knowledge through mentorship and collaboration, and by aiding in documentation

Requirements

• This role is required to be located within the greater Vancouver, BC area
• Passionate about customer support and about the role it plays in making a customer-centric team successful
• Ability to communicate technical problems in a clear and tactful way
• Strong verbal and written communication skills
• Empathy, diplomacy, tact, and poise under pressure when working through customer issues

Bonus points

• Bachelor's degree
• FinTech experience
• Prior experience in a customer-facing role, ideally in a support function 
• Currently hold or have recently held a Series 7 and/or 63 securities license
• Willingness to work overtime

Compensation

The expected pay range for this role is $23.00 CAD - $24.00 CAD per hour.  However, the starting hourly pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. This pay range reflects a standard work week, however, as an hourly employee if you exceed these hours, you will be paid overtime. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.