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

As a Travel Success Specialist I, you will support a book of customers who have to ensure they achieve their business goals with Brex Travel. You’ll work closely with our cross-functional teams at Brex (Client Sales, Customer Success, Operations, Product, and Implementation) to ensure your customers’ experience is seamless. You will also serve as the internal SME for our customers and internal partners regarding the travel product. 

Where you’ll work

This role will be based in our Vancouver office. You must be willing to work in office at least 2 days per week on Wednesday and Thursday. Employees will be able to work remotely for up to 4 weeks per year, for a minimum of one week at a time.

Responsibilities

• Collaborate with customers to analyze and report on their travel programs
• Assist customers in optimizing their travel programs
• Provide consultation on travel policy directly to customers
• Manage direct pricing agreements with customers, both pre and post-implementation.
• Work directly with customers to resolve outstanding support tickets through Brex’s agent systems and GDS (Sabre). 
• Be the first point of contact for escalations from Travel Customers
• Partner with our cross-functional team to discuss travel program performance and service gaps
• Act as the voice of the customers for our travel customers, promoting their product feedback and requests

Requirements

• 2+ years of experience working in travel industry-specific roles 
• 2+ years of experience in customer-facing roles
• 1+ years experience working with and navigating travel-specific tools such as GDS (Sabre and Amadeus) 
• Bachelor’s or undergraduate degree or equivalent experience

Bonus points

• You have experience in a retention-focused role dealing specifically with Travel
• You have experience working at a TMC in a previous role

Compensation 

The expected salary range for this role is $89,600 CAD - $112,000 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